Set Agent Affinity rules
Specify the Agent Affinity rules to determine the order in which work items in a queue are sorted.
Before you begin
Role required: awa_admin or admin
Procedure
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.
- Select the queue.
Select the Agent Affinity related list.
- To create a Agent Affinity rule mapping, select New.
- To change an existing Agent Affinity rule mapping, select the mapping to be updated.
- On the form, fill in the fields.
| Field | Definition |
|---|---|
| Agent Affinity Rule | Agent Affinity rule to be used for the sort. |
| Order | Value of this rule relative to the other rules in the queue. Rules are ordered from lowest to highest so a rule with an order of 100 is considered before a rule with an order of 200. |
Select Submit.
You can specify a maximum of three Agent Affinity rules per queue.