---
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 skills

# Agent auto assignment using skills {#ariaid-title1}

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

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.

Auto assignment by skills can be performed in either a [task- or request-driven processing](https://servicenow-prod.fluidtopics.net/cqY8G2Y7wKI1g2gzXMasfQ "All applications use either task-driven or request-driven processes for handling tasks.")
environment when the Auto-selection of agents for tasks requires them to have skills configuration option must be set to all or
some for the application.

When a task that includes skills is qualified or marked as Ready for Work, skills of each agent are compared with the skills required to perform the
task, and a rating is calculated based on the skills configuration option. If the option is set
to some, the agent with the closest skills match is auto-assigned the
task. If the option is set to all, only agents who possess all the
required skills are considered. If no agents possess all the skills required to perform the task,
none are auto-assigned.

Skills rating of an agent is calculated as:

`Skills_agent/Skills_task`  
When:

* `Skills_agent` is the number of skills possessed by the agent that match the skills required for the task.
* `Skills_task` is the total number of skills required for the task.
{#c_AgentAutoAssignmentUsingSkills__ul_xs1_ysx_rr}  
For example, if a task requires four skills, and Agent A possesses three of them and Agent B possesses two of them:

* Skill rating of Agent A = 3/4 or 0.75
* Skill rating of Agent B = 2/4 or 0.5
{#c_AgentAutoAssignmentUsingSkills__ul_tjn_2tx_rr}

If the application is configured to use other selection criteria, such as location or time
zone, the ratings of all selection criteria are averaged, and the agent with the highest overall
rating is auto-selected for the task. 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.") for details.