How do I assign work to agents?

Work assignment refers to interactions or work items such as service requests (SRs) being assigned to queues for processing.

Work items are assigned to a queue and an agent is assigned to one or more queues. All work items in a queue are handled by the assigned agents.

A work item can be assigned to an agent manually or automatically based on whether the associated queue is automatic or manual. For more information about the types of queues, see "How to Assign Agents to Work Items".

Note: In automatic queues, the priority of SRs is calculated based on severity and wait time. SRs with highest severity are assigned first. If there are multiple SRs with the same severity, those SRs that have been in the queue for the longest time are assigned first. But this rule applies only to bigger volumes of SRs and many agents and not on a small scale. For more information, see "Order in Which SRs Are Assigned".

Work assignment in an automatic queue is done based on the following aspects:

• Agent capacity

• Availability of the agent

• Presence of the agent

• Severity of the work item

• Age of the work item

Note: Omnichannel must be enabled to use the settings for presence of the agent, availability of the agent, and agent capacity.

Here are the various ways an SR can be assigned to an agent:

• Manually set the Assigned To field in the Summary tab of the Service Request Details page.

• Click Assign to Me from the Actions menu on the Service Request Details page.

• Enable Omnichannel.