---
sourceDocument: Xanadu Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/service-management-for-the-enterprise

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Service Management

ft:clusterId :

    - sm4e

bundleId :

    - sm4e

workflow :

    - Technology


---

# Agent auto assignment using multiple selection criteria

# Agent auto assignment using multiple selection criteria {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

At its simplest, auto assignment involves identifying a set of selection criteria and
automatically assigning the task to the agent who most closely meets the criteria. You can,
however, select multiple sets of criteria, including both rating-based and time-based
criteria.  
When a task is qualified or marked as Ready for Work, the following evaluations are performed:

1. The ratings of an agent are calculated. If the Auto-selection of agents will consider agent or task schedules configuration option is disabled for the application, the ratings of an agent are used exclusively for auto-assigning an agent.

   For more information on how the ratings are calculated, see:
   * [Agent auto assignment using location](https://www.servicenow.com/docs/WKFyWs1a6P2PR_JLDimG5g "Agents can be auto assigned based on the location defined in their user record and the location of the tasks.")
   * [Agent auto assignment using skills](https://www.servicenow.com/docs/V_nu2XqNWuazrzoT3pAPJw "Agents can be auto assigned based on the skills of an agent, and the skills required to perform the task. Assign skills to an agent user records using Skills > Users .")
   * [Agent auto assignment using time zones](https://www.servicenow.com/docs/jzay5Uq~HmYuGqnz0~kbXQ "Agents can be auto assigned based on the time zone defined in their user records and the time zone of the tasks.")
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2. If the Auto-selection of agents will consider agent or task schedules configuration option is enabled, the schedules of the agents whose ratings are acceptable for auto-assignment are compared to the schedule for the task, and the agent with the best match is auto-assigned. For more information on time-based methods for auto-assigning agents, see:
   * [Agent auto assignment using schedules](https://www.servicenow.com/docs/Lkj0YwDVjGECUplRDAfvNQ "Agents can be auto assigned based on the agent or the task schedule.")
   * [Agent auto assignment using priority assignment](https://www.servicenow.com/docs/zLB~XQVnKMlbk45as9MTDQ "The priority assignment feature enables you to configure auto assignment so that agents can be assigned to perform tasks or provide services on a continual, 24x7x365 basis. Priority assignment is triggered when the priority of a task matches the priority set in the application configuration page.")
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Auto assignment is based on the following calculation:

`(Criteria_1 rating x Criteria_1 weight) + (Criteria_2 rating x Criteria_2 weight) +
(Criteria_3 rating x Criteria_3 weight) / Number of criteria types used`

Where:

* Number of criteria types used = 1, 2, or 3 depending on the location, skill, and time zone settings used.

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This example calculates agent auto-assignment based on location and skills. The example is based on the following assumptions.

* The Auto-selection of agents will consider location of agents configuration option is enabled for the application.
* The Auto-selection of agents requires them to have some of the required skills for the task configuration option is enabled for the application.
* The Skills Weight property is set to 10 for the application.
* The Location Weight property is set to 5 for the application.
* Agents A and B are available to perform a task, and the task requires four specific skills.
* The location of Agent A is 5 miles from the site of the task. Agent A possesses three of the four required skills.
* The location of Agent B is one-quarter mile from the site. Agent B possesses two of the required skills.
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Auto assignment for the agents uses this calculation:  
`[(Location rating x Location weight) + (Skills rating x Skills weight)]/ 2`

* The auto assignment calculation for Agent A is: `[(0.7 x 0.5) + (0.75 x 1)]/ 2 =
  0.55`
* The auto assignment calculation for Agent B is: `[(0.9 x 0.5) + (0.5 x 1)]/ 2 =
  0.475`
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In this example, Agent A is auto assigned the task.