Create an assignment rule for change requests

Create an assignment rule in Advanced Work Assignment that assigns change requests to agents who are available to do the tasks.

Before you begin

Role required: awa_admin or admin

Procedure

1. Navigate to the assignment rules settings through one of the following navigation paths:

   • All > Advanced Work Assignment > Home.

     In the Essential settings section, select Set up assignment rules.

   • All > Advanced Work Assignment > Assignment Rules.

   • Select New.

2. On the form, fill in the fields.

   • Name: Change Request Assignment Rule
   • Assign by: Most Capacity
   • Allow agents to reject: Selected
   • Select Submit.