Configure the Sourcing and Procurement Operations queues

Configure the Advanced Work Assignment for Source-to-Pay Operations queues to ensure that email and chat requests are routed and assigned to specific agents belonging to defined groups.

Before you begin

Role required: admin

Procedure

1. Navigate to All > Advanced Work Assignment > Queues.
2. Select one of these queues specific to Advanced Work Assignment for Source-to-Pay Operations.
   • General Ledger Accounting Queue
   • Legal Review for Procurement Queue
   • Strategy Sourcing Queue
   • Service Desk & Others Queue
3. In the Assignment Eligibility related list, select New.
   1. In the Agent assignment rule field, select Chat - Most Capacity.
   2. Select the lock icon () next to the Groups field.
   3. Select the look-up icon () to view the list of groups.
   4. Select New.
   5. In the Name field, enter a name for the group.
   6. Fill in the remaining fields, as appropriate.
   7. Select Submit.
   8. Select the lock icon () to lock the Groups field.
   9. Right-select and select Save.
4. Next to the Groups field, select the link to the group, which opens the group record.
   1. In the Group Members related list, select Edit to add members to the group.
   2. Select one or more users in the Collection list and move them to the Group Members List.
   3. Select Save.
      Note:

      The users that you add to this assignment group are automatically granted the awa_agent role.
5. Repeat steps 3 and 4 for the remaining Advanced Work Assignment for Source-to-Pay Operations queues.