Use external routing for queues

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Configure Advanced Work Assignment to route work items in the queues using external routing.

    Before you begin

    Be sure that you've reviewed the functionality of external routing and configured the necessary APIs. For more information, see External routing overview.

    Role required: awa_admin or admin

    About this task

    Procedure

    1. 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.
    2. If the External field doesn't appear, select the update personalized list icon (Update personalized list icon) and add the External field to the screen.
    3. Set the External field to true to use external routing.
      If you don't want to use external routing, set the External field to false.