Create an assignment pool of agents

Create an eligible assignment pool in Advanced Work Assignment that receives overflow work items, just in case you need more help from other agents to handle change requests.

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.

   • Open the Change Management queue.

2. On the form, go to the Assignment Eligibility related list and select New.

3. On the form, fill in the fields.

   • Agent assignment rule: Change Request Assignment Rule
   • Groups: Change Management
   • Select Submit.