--- sourceDocument: Australia Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/service-management-for-the-enterprise Release : - australia ft:locale : - en-US ft:publication_title : - Australia Service Management ft:clusterId : - sm4e bundleId : - sm4e workflow : - Technology --- # Agent auto assignment using multiple selection criteria # Agent auto assignment using multiple selection criteria {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Agent Auto Assignment Using Multiple Selection Criteria Agent auto assignment efficiently assigns tasks to agents based on multiple selection criteria, including both rating-based and time-based factors. This functionality helps ensure that the most qualified agent is chosen for each task, enhancing overall productivity and response times. Show full answer Show less ## Key Features * **Multiple Selection Criteria:** You can utilize various criteria for auto-assigning tasks, such as agent ratings, schedules, location, skills, and time zones. * **Agent Ratings:** Agents' ratings are calculated to determine their suitability for auto-assignment. If scheduling options are disabled, ratings are the sole basis for assignment. * **Schedule Comparison:** When enabled, the system compares agent schedules with task schedules, facilitating the selection of the agent whose availability best matches the task. * **Calculation Method:** The assignment process involves a calculation that combines ratings and weights for different criteria, ensuring a balanced approach to agent selection. ## Key Outcomes This auto assignment feature allows ServiceNow customers to: * Streamline task assignments by automatically selecting the most suitable agent based on established criteria. * Optimize resource allocation by considering both agent qualifications and availability. * Reduce response times and improve service delivery through efficient task management. 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. When a task is qualified or marked as Ready for Work, the following evaluations are performed: 1. The ratings of an agent are calculated. If the Auto-selection of agents will consider agent or task schedules configuration option is disabled for the application, the ratings of an agent are used exclusively for auto-assigning an agent. For more information on how the ratings are calculated, see: * [Agent auto assignment using location](https://servicenow-prod.fluidtopics.net/pc1_Kp33Sul_p6BFyTZxDg "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/6YlVJ5eBoj_mEnDbeR6Rrg "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 Skills > Users .") * [Agent auto assignment using time zones](https://servicenow-prod.fluidtopics.net/a0D0otsiPl2Zpxb95SxpAg "Agents can be auto assigned based on the time zone defined in their user records and the time zone of the tasks.") {#c_AgAtAssgmtMlt__ul_p5d_zjl_sr} 2. If the Auto-selection of agents will consider agent or task schedules configuration option is enabled, the schedules of the agents whose ratings are acceptable for auto-assignment are compared to the schedule for the task, and the agent with the best match is auto-assigned. For more information on time-based methods for auto-assigning agents, see: * [Agent auto assignment using schedules](https://servicenow-prod.fluidtopics.net/5Xb9OBKdh0ulgKkj0JvHUw "Agents can be auto assigned based on the agent or the task schedule.") * [Agent auto assignment using priority assignment](https://servicenow-prod.fluidtopics.net/svlty0k0uB4fzOTJDNhdLQ "The priority assignment feature enables you to configure auto assignment so that agents can be assigned to perform tasks or provide services on a continual, 24x7x365 basis. Priority assignment is triggered when the priority of a task matches the priority set in the application configuration page.") {#c_AgAtAssgmtMlt__ul_m5j_fkl_sr} {#c_AgAtAssgmtMlt__ol_rrp_1fx_rr} Auto assignment is based on the following calculation: `(Criteria_1 rating x Criteria_1 weight) + (Criteria_2 rating x Criteria_2 weight) + (Criteria_3 rating x Criteria_3 weight) / Number of criteria types used` Where: * Number of criteria types used = 1, 2, or 3 depending on the location, skill, and time zone settings used. {#c_AgAtAssgmtMlt__ul_kjl_jrt_cs} This example calculates agent auto-assignment based on location and skills. The example is based on the following assumptions. * The Auto-selection of agents will consider location of agents configuration option is enabled for the application. * The Auto-selection of agents requires them to have some of the required skills for the task configuration option is enabled for the application. * The Skills Weight property is set to 10 for the application. * The Location Weight property is set to 5 for the application. * Agents A and B are available to perform a task, and the task requires four specific skills. * The location of Agent A is 5 miles from the site of the task. Agent A possesses three of the four required skills. * The location of Agent B is one-quarter mile from the site. Agent B possesses two of the required skills. {#c_AgAtAssgmtMlt__ul_oyf_d4l_sr} Auto assignment for the agents uses this calculation: `[(Location rating x Location weight) + (Skills rating x Skills weight)]/ 2` * The auto assignment calculation for Agent A is: `[(0.7 x 0.5) + (0.75 x 1)]/ 2 = 0.55` * The auto assignment calculation for Agent B is: `[(0.9 x 0.5) + (0.5 x 1)]/ 2 = 0.475` {#c_AgAtAssgmtMlt__ul_kbt_4bx_ps} In this example, Agent A is auto assigned the task.