Group agents together and assign them to an Agent Handler that is using assignment priority.
Handler assignments can specify an individual handler or a list of handlers to use. The list that you specify can be made up of individual handlers or groups of handlers. This list defines the order in which agents attempt to communicate using a particular Agent Handler.
Note
When assigning systems to Agent Handlers, consider geographic proximity to reduce unnecessary network traffic.
For details about product features, usage, and best practices, click ? or Help.
Select Menu → Configuration → Agent Handlers.
Note
If Default Assignment Rules is the only assignment in the list, you must create a new assignment.
Edit assignments using the steps in the task Grouping agents by assignment rules.
As needed, modify the priority or hierarchy of the assignments by clicking Actions → Edit Priority.
Note
Moving one assignment to a priority lower than another assignment creates a hierarchy where the lower assignment is actually part of the higher assignment.
To change the priority of an assignment, which is shown in the Priority column on the left, do one of the following:
Use drag and drop — Use the drag-and-drop handle to drag the assignment row up or down to another position in the Priority column.
Click Move to Top — In Quick Actions, click Move to Top to automatically move the selected assignment to the top priority.
When assignment priority is configured correctly, click Save.