Create an assignment pool of agents

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Create an eligible assignment pool in Advanced Work Assignment that receives overflow work items, just in case you need more help from other agents to handle change requests.

    Vorbereitungen

    Role required: awa_admin or admin

    Prozedur

    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. Open the Change Management queue.
    3. On the form, go to the Assignment Eligibility related list and select New.
    4. On the form, fill in the fields.
      • Agent assignment rule: Change Request Assignment Rule
      • Groups: Change Management
    5. Select Submit.