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How to assign agents automatically in Help Desk?

Received Response
edited Aug 4, 2023 6:51PM in Fusion Service 1 comment

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.

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