Define assignment eligibility

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Define who is eligible to receive cases from the German Cases queue.

    Before you begin

    Role required: awa_admin or admin

    Procedure

    1. Navigate to the queue settings through one of the following navigation paths:
      • All > Advanced Work Assignment > Home.

        In the Essential settings section, select Set up queues.

      • All > Advanced Work Assignment > Queues.
    2. Select the German Cases queue.
    3. On the form, go to the Assignment Eligibility related link and select New.
    4. In the Agent assignment rule field, select Case Assignment Rule with Skills.
    5. In the Groups field, select your customer support group.
    6. Select Submit.