---
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


---

# Set Agent Affinity rules

# Set Agent Affinity 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

Specify the Agent Affinity rules to determine the order in which work
items in a queue are sorted.

## Antes de Iniciar

Role required: awa_admin or admin

## Procedimento

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

     In the Essential settings section, select Set up queues.
   * AllAdvanced Work AssignmentQueues.
   {#awa-set-agent-affinity-for-queue__choices_nt4_2f3_tvb}
2. Select the queue.
3. Select the Agent Affinity related list.
   * To create a Agent Affinity rule mapping, select New.
   * To change an existing Agent Affinity rule mapping, select the mapping to be updated.
   {#awa-set-agent-affinity-for-queue__choices_hlc_5p3_nkb}
4. On the form, fill in the fields.  
   {#awa-set-agent-affinity-for-queue__table_nln_krq_lfb__entry__2}

   | Field | Definition |
   |-|-|
   | Agent Affinity Rule | Agent Affinity rule to be used for the sort. |
   | Order | Value of this rule relative to the other rules in the queue. Rules are ordered from lowest to highest so a rule with an order of 100 is considered before a rule with an order of 200. |
   [Tabela 1. Agent Affinity Rule Mapping form]

   {#awa-set-agent-affinity-for-queue__table_nln_krq_lfb}
5. Select Submit.  
   You can specify a maximum of three Agent Affinity rules per queue.
{#awa-set-agent-affinity-for-queue__steps_v2p_flf_xjb}