Using the Match Update feature, interaction management applications, such as Engagement Designer, can update the work item that is queued for resources within Work Assignment.

Using the Match Update feature, you can:

• Update the priority of the waiting services that are added to a work item.

• Add, remove, or update services for queued work items.

While performing a match update:

• The work request must be in queued state.

• You cannot change the strategy of a work item.

• You cannot add the service rank.

• Work Assignment moves the previous service out of the queue and adds a new service in the queue.

• Work Assignment preserves the time in queue after an update. Also, a failed update does not dequeue the already queueing work items.