---
sourceDocument: Australia Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/service-management-for-the-enterprise

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Service Management

ft:clusterId :

    - sm4e

bundleId :

    - sm4e

workflow :

    - Technology


---

# Agent auto assignment using rating-based criteria

# Agent auto assignment using rating-based criteria {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Rating-based methods, such as location, skills, and time zones, help to auto assign
agents based on configuration settings and optional properties. The calculated ratings are used to
determine the best agent to perform the task.

Any combination of rating-based methods can be enabled in configuration screen of the
application.

When a task is created, a rating for each type of enabled selection criteria is calculated for
each available agent. The agent whose average rating is highest is considered for
auto-assignment. The settings for the auto-assignment weighting properties, found in \[SM application\]AdministrationProperties, are included in the rating calculations.

These values help you prioritize which auto-assignment selection criteria is more important to
your organization. The priority values should be \[1, 10\] and they are factored between 1 and 0.
That is, 10 is a factor of 1, 5 is a factor of 0.5, and so on. For an example of how the
weighting properties affect agent ratings, see [Agent auto assignment using multiple selection criteria](https://servicenow-prod.fluidtopics.net/Bv0~M0WMBn9ct8IHlN7WCA "At its simplest, auto assignment involves identifying a set of selection criteria and automatically assigning the task to the agent who most closely meets the criteria. You can, however, select multiple sets of criteria, including both rating-based and time-based criteria.").
* **[Agent auto assignment using location](https://servicenow-prod.fluidtopics.net/FJXX~hIUL_leHZdN4GQPhg)**   
  Agents can be auto assigned based on the location defined in their user record and the location of the tasks.
* **[Agent auto assignment using skills](https://servicenow-prod.fluidtopics.net/ttYbzbPgNPGYItfFq1L~Ag)**   
  Agents can be auto assigned based on the skills of an agent, and the skills required to perform the task. Assign skills to an agent user records using SkillsUsers.
* **[Agent auto assignment using time zones](https://servicenow-prod.fluidtopics.net/cggJTvYEb7Iv5Nxc_baJCg)**   
  Agents can be auto assigned based on the time zone defined in their user records and the time zone of the tasks.