---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/conversational-interfaces

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Configure agent assignment rules

# Configure agent assignment rules {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Set the Advanced Work Assignment criteria for assigning work items to agents. Choose the assignment rule that considers the agent with the most capacity or the agent who has gone the longest without work. Establish the settings
for the auto-assign handling, reject handling, and skill handling related lists.

## Antes de Iniciar

* A basic understanding of the [Skills Management](https://www.servicenow.com/docs/access?context=skills-management&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) feature is recommended.
* If you want agent skills to be considered when work is routed to the appropriate agents, define the skills for your agents or groups. When you enable the skill handling options on the Assignment Rules form, AWA assigns the users in groups with the appropriate skills to corresponding work items.
* You can use rules to identify skills and assign them to work items. For more information on defining and assigning skills for work items, see [Routing work items to agents based on skills](https://www.servicenow.com/docs/access?context=skill-based-routing&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).

{#awa-create-assignment-rule__ul_l2t_qb3_bhb}

Role required: awa_admin or admin

## Procedimento

1. Navigate to the assignment rules settings through one of the following navigation paths:
   * AllAdvanced Work AssignmentHome.

     In the Essential settings section, select Set up assignment rules.
   * AllAdvanced Work AssignmentAssignment Rules.
   {#awa-create-assignment-rule__choices_nt4_2f3_tvb}
2. Choose a situation.
   * To create a rule, select New.
   * To change a rule, select the rule to be updated.
   {#awa-create-assignment-rule__choices_plw_wyb_rvb}
3. On the Assignment Rule form, fill in the fields.  
   For a description of the field values, see [Assignment Rule form](https://servicenow-prod.fluidtopics.net/fgZC4eEypR92mhRYAtzAAA "When creating or changing an Advanced Work Assignment assignment rule, the Assignment Rule form contains the following fields.").
4. Select Submit for a new rule or Update if you're changing the rule.  
   The assignment rule is added to or updated in the Assignment Rules \[awa_assignment_rule\] table.