Work Assignment is a highly available work distribution system that assigns work to resources across your enterprise. Work Assignment provides attribute-based work and resource matching capabilities. Work Assignment can match one-to-one and one-to-many resources, find the most suitable resource for a work item, and form a dynamic team of resources based on the requirements.

Work Assignment maintains all resources across the enterprise in a single pool and assigns work using a single universal matching engine and attributes-driven routing.

Work Assignment offers the following functionality:

• Match resources to incoming requests based on attributes.

• Match work to one resource at a time to find the most suitable resource for the requested work.

• Match work to a number of homogenous resources, as specified in the work request.

• Match work to a group of heterogeneous resources.

• Match work to a resource in a work surplus situation.

• Reject a resource.

• Retrieve metrics associated with a set of attributes.

• Configure agents with different proficiency levels.

• Prevent agents from avoiding work.