Configure the Sourcing and Procurement Operations queues
Configure the Advanced Work Assignment for Source-to-Pay Operations queues to ensure that email and chat requests are routed and assigned to specific agents belonging to defined groups.
Before you begin
Role required: admin
Procedure
Navigate to All > Advanced Work Assignment > Queues.
Select one of these queues specific to Advanced Work Assignment for Source-to-Pay Operations.
- General Ledger Accounting Queue
- Legal Review for Procurement Queue
- Strategy Sourcing Queue
- Service Desk & Others Queue
In the Assignment Eligibility related list, select New.
In the Agent assignment rule field, select Chat - Most Capacity.
- Select the lock icon (
Lock icon\) next to the **Groups** field.
3. Select the look-up icon \(
Look-up icon\) to view the list of groups.
4. Select **New**.
5. In the **Name** field, enter a name for the group.
6. Fill in the remaining fields, as appropriate.
7. Select **Submit**.
8. Select the lock icon \(
Lock icon\) to lock the **Groups** field.
9. Right-select and select **Save**.
Next to the Groups field, select the link to the group, which opens the group record.
- In the Group Members related list, select Edit to add members to the group.
- Select one or more users in the Collection list and move them to the Group Members List.
Select Save.
Note: The users that you add to this assignment group are automatically granted the awa_agent role.
Repeat steps 3 and 4 for the remaining Advanced Work Assignment for Source-to-Pay Operations queues.
Parent Topic:Setting up Advanced Work Assignment for Source-to-Pay Operations