Create an assignment pool of agents

---
title: Create an assignment pool of agents
description: Create an eligible assignment pool in Advanced Work Assignment that receives overflow work items, just in case you need more help from other agents to handle change requests.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/conversational-interfaces/advanced-work-assignment/assignment-pool-example.html
release: brazil
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]
---

# Create an assignment pool of agents

Create an eligible assignment pool in Advanced Work Assignment that receives overflow work items, just in case you need more help from other agents to handle change requests.

## 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.  Open the Change Management queue.

3.  On the form, go to the **Assignment Eligibility** related list and select **New**.

4.  On the form, fill in the fields.

    -   Agent assignment rule: Change Request Assignment Rule
    -   Groups: Change Management
5.  Select **Submit**.