Create an assignment rule that auto assigns agents' work

Create an assignment rule that routes cases according to skills.

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. Enter the following information in the fields listed:

   • Name: Case Assignment Rule with Skills
   • Assign by: Most Capacity

   • Enable auto-assign work items: Selected

     Note: Selecting this option automatically accepts chat interactions on behalf of agents. The Display options field appears and you can select either Inbox card or Inbox card and workspace tab.

   • Enable skills: Selected

   • Evaluate skill level: Cleared
   • Enforce mandatory skills: Selected
   • Select Submit.