Enable automatic assignment of interactions to an agent

  • 릴리스 버전: Australia
  • 업데이트 날짜 2026년 03월 12일
  • 소요 시간: 1분

    • Automatically accept chat conversations for an agent without having to accept or reject them in the inbox.

    시작하기 전에

    Role required: admin

    프로시저

    1. Navigate to All > Advanced Work Assignment > Settings > Assignment Rules.
    2. Select the Chat - Most Capacity assignment rule.
      For information about AWA assignment rules, see Configure agent assignment rules.
    3. In the Auto-assign handling related list, perform the following tasks.
      1. Select the Enable auto-assign work items check box.
      2. From the Display options list, select the required value.
        • Inbox card: Accepts the interactions and adds them to the agent inbox. Agent can open the accepted interaction from the inbox.
        • Inbox card and workspace tab: Accepts the interactions and opens a tab for each accepted interaction.
    4. Click Update.