Assigning work using Work Scheduler › Workforce Optimization for Customer Service › Agent management › Use › Customer Service Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create a criteria for a matching rule in Work scheduler

Add a criteria for a matching rule to enable assignment of work items to team members based on the rule.

Before you begin

Role required: admin

The following matching rules, which are available by default, are based on the selection criteria matching type:

Rule name	Work configuration name	Table	UX app route
Incident Matching rule	Incidents	Incident [incident]	Incident
Problem Matching rule	Problems	Problem [problem]	Problem
Requested item Matching rule	Requested items	Requested Item [sc_req_item]	Requested item
Request Matching rule	Requests	Request [sc_request]	Request
Catalog Task Matching rule	Catalog Task	Catalog Task [sc_task]	Catalog task
Change Request Matching rule	Change Request	Change Request [change_request]	Change requests
Change Task Matching rule	Change Task	Change Task [change_task]	Change task

For information on how matching criteria works, see Matching criteria for work items in Work scheduler.

The following four criteria are available by default:

Navigate to All > Work scheduler > Matching Rules.
In the Matching Rules list, select a matching rule; for example, the Incident matching rule.
In the Select Criteria related list, select New.
Fill in the fields on the form.

For information on creating a new matching criteria, see Create assignment workbench matching criteria.
Select Submit.
Matching criteria for work items in Work scheduler
The assignment workbench uses configurable matching criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking.