How to assign agents automatically in Help Desk?
We need to know how to automatically assign the corresponding agents of the categories
The steps were performed:
Create queues for categories (Task - Manage queues for HR Help Desk requests). The distribution should be Automatic
Assign Resources to Queues
Manage Allocation Rules - (Task - Manage Service Allocation Rules).
Enable OmniChannel routing.
Also make sure to assign the presence and availability privileges to the agents (SVC_ASSIGN_TO_QUEUE_ON_CREATE).
When you create a request, it is not assigned to anyone.