Using the Service Rank feature, you can rank the service preferences for a work item. This feature is applicable only when you use Queue to Multiple.

When multiple resources are available for a match request having multiple services, Work Assignment uses the rank of the service to determine which resource is matched.

Rank is relevant only within the list of services that you request for a particular work item. However, the priority is relevant to all work items in a queue.

For example, if resources are available in more than one service, you can send the following resource requests to Work Assignment:

• Service A, rank 1

• Service B, rank 2

• Service C, rank 3

After receiving the work request, Work Assignment lists the services according to the rank and provides information about the services with the highest rank. If resources are available in more than one service, Work Assignment uses the Service Rank feature to ensure that the service with a highest rank is matched. If you have more than one available resource, the resource selection based on the Idle time or occupancy can be a concern.

In this example, a resource matching Service A, rank 1 is matched.

If one or no resource is available for the requested service, Work Assignment applies the default strategies to the request. If you do not provide a rank to any service, Work Assignment applies the default value of null. If you provide the rank only to some services, Work Assignment applies the lowest rank to the services without a rank.

Rank only applies in a resource surplus scenario. If no resources are available and the request is queued, the system ignores the rank and applies the Work Selection Strategy.