Set Agent Affinity rules

---
title: Set Agent Affinity rules
description: Specify the Agent Affinity rules to determine the order in which work items in a queue are sorted.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/advanced-work-assignment/awa-set-agent-affinity-for-queue.html
release: australia
product: Advanced Work Assignment
classification: advanced-work-assignment
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure, Advanced Work Assignment, Manage people and work, Conversational Interfaces]
---

# Set Agent Affinity rules

Specify the Agent Affinity rules to determine the order in which work items in a queue are sorted.

## Before you begin

Role required: awa\_admin or admin

## Procedure

1.  Navigate to the queue settings through one of the following navigation paths:

    -   **All** > **Advanced Work Assignment** > **Home**.

        In the Essential settings section, select **Set up queues**.

    -   **All** > **Advanced Work Assignment** > **Queues**.
2.  Select the queue.

3.  Select the Agent Affinity related list.

    -   To create a Agent Affinity rule mapping, select **New**.
    -   To change an existing Agent Affinity rule mapping, select the mapping to be updated.
4.  On the form, fill in the fields.

<table id="table_nln_krq_lfb"><thead><tr><th>

Field

</th><th>

Definition

</th></tr></thead><tbody><tr><td>

Agent Affinity Rule

</td><td>

Agent Affinity rule to be used for the sort.

</td></tr><tr><td>

Order

</td><td>

Value of this rule relative to the other rules in the queue. Rules are ordered from lowest to highest so a rule with an order of 100 is considered before a rule with an order of 200.

</td></tr></tbody>
</table>5.  Select **Submit**.

    You can specify a maximum of three Agent Affinity rules per queue.