Agent auto assignment using multiple selection criteria
At its simplest, auto assignment involves identifying a set of selection criteria and automatically assigning the task to the agent who most closely meets the criteria. You can, however, select multiple sets of criteria, including both rating-based and time-based criteria.
When a task is qualified or marked as Ready for Work, the following evaluations are performed:
-
The ratings of an agent are calculated. If the Auto-selection of agents will consider agent or task schedules configuration option is disabled for the application, the ratings of an agent are used exclusively for auto-assigning an agent.
For more information on how the ratings are calculated, see:
-
If the Auto-selection of agents will consider agent or task schedules configuration option is enabled, the schedules of the agents whose ratings are acceptable for auto-assignment are compared to the schedule for the task, and the agent with the best match is auto-assigned. For more information on time-based methods for auto-assigning agents, see:
Auto assignment is based on the following calculation:
(Criteria_1 rating x Criteria_1 weight) + (Criteria_2 rating x Criteria_2 weight) + (Criteria_3 rating x Criteria_3 weight) / Number of criteria types used
Where:
- Number of criteria types used = 1, 2, or 3 depending on the location, skill, and time zone settings used.
This example calculates agent auto-assignment based on location and skills. The example is based on the following assumptions.
- The Auto-selection of agents will consider location of agents configuration option is enabled for the application.
- The Auto-selection of agents requires them to have some of the required skills for the task configuration option is enabled for the application.
- The Skills Weight property is set to 10 for the application.
- The Location Weight property is set to 5 for the application.
- Agents A and B are available to perform a task, and the task requires four specific skills.
- The location of Agent A is 5 miles from the site of the task. Agent A possesses three of the four required skills.
- The location of Agent B is one-quarter mile from the site. Agent B possesses two of the required skills.
Auto assignment for the agents uses this calculation:
[(Location rating x Location weight) + (Skills rating x Skills weight)]/ 2
- The auto assignment calculation for Agent A is:
[(0.7 x 0.5) + (0.75 x 1)]/ 2 = 0.55 - The auto assignment calculation for Agent B is:
[(0.9 x 0.5) + (0.5 x 1)]/ 2 = 0.475
In this example, Agent A is auto assigned the task.
Parent Topic:Agent auto assignment
---
title: Agent auto assignment using multiple selection criteria
description: At its simplest, auto assignment involves identifying a set of selection criteria and automatically assigning the task to the agent who most closely meets the criteria. You can, however, select multiple sets of criteria, including both rating-based and time-based criteria.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/service-management-for-the-enterprise/c\_AgAtAssgmtMlt.html
release: brazil
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 3
breadcrumb: [Agent auto assignment, Agent assignment methods, Request Management in a Service Management application, Service Management]
---
# Agent auto assignment using multiple selection criteria
At its simplest, auto assignment involves identifying a set of selection criteria and automatically assigning the task to the agent who most closely meets the criteria. You can, however, select multiple sets of criteria, including both rating-based and time-based criteria.
When a task is qualified or marked as **Ready for Work**, the following evaluations are performed:
1. The ratings of an agent are calculated. If the **Auto-selection of agents will consider agent or task schedules** configuration option is disabled for the application, the ratings of an agent are used exclusively for auto-assigning an agent.
For more information on how the ratings are calculated, see:
- [Agent auto assignment using location](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/service-management-for-the-enterprise/c_AgentAutoAssignmentUsingLocation.md)
- [Agent auto assignment using skills](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/service-management-for-the-enterprise/c_AgentAutoAssignmentUsingSkills.md)
- [Agent auto assignment using time zones](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/service-management-for-the-enterprise/c_AgAtAssgnZones.md)
2. If the **Auto-selection of agents will consider agent or task schedules** configuration option is enabled, the schedules of the agents whose ratings are acceptable for auto-assignment are compared to the schedule for the task, and the agent with the best match is auto-assigned. For more information on time-based methods for auto-assigning agents, see:
- [Agent auto assignment using schedules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/service-management-for-the-enterprise/c_AgAtAssgnSchd.md)
- [Agent auto assignment using priority assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/service-management-for-the-enterprise/c_AgentAutoAssignUsePrioAssign.md)
Auto assignment is based on the following calculation:
`(Criteria_1 rating x Criteria_1 weight) + (Criteria_2 rating x Criteria_2 weight) + (Criteria_3 rating x Criteria_3 weight) / Number of criteria types used`
Where:
- Number of criteria types used = 1, 2, or 3 depending on the location, skill, and time zone settings used.
This example calculates agent auto-assignment based on location and skills. The example is based on the following assumptions.
- The **Auto-selection of agents will consider location of agents** configuration option is enabled for the application.
- The **Auto-selection of agents requires them to have some of the required skills for the task** configuration option is enabled for the application.
- The **Skills Weight** property is set to 10 for the application.
- The **Location Weight** property is set to 5 for the application.
- Agents A and B are available to perform a task, and the task requires four specific skills.
- The location of Agent A is 5 miles from the site of the task. Agent A possesses three of the four required skills.
- The location of Agent B is one-quarter mile from the site. Agent B possesses two of the required skills.
Auto assignment for the agents uses this calculation:
`[(Location rating x Location weight) + (Skills rating x Skills weight)]/ 2`
- The auto assignment calculation for Agent A is: `[(0.7 x 0.5) + (0.75 x 1)]/ 2 = 0.55`
- The auto assignment calculation for Agent B is: `[(0.9 x 0.5) + (0.5 x 1)]/ 2 = 0.475`
In this example, Agent A is auto assigned the task.
**Parent Topic:**[Agent auto assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/service-management-for-the-enterprise/c_AgentAutoAssignment.md)
| title | Agent auto assignment using multiple selection criteria |
| description | At its simplest, auto assignment involves identifying a set of selection criteria and automatically assigning the task to the agent who most closely meets the criteria. You can, however, select multiple sets of criteria, including both rating-based and time-based criteria. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/service-management-for-the-enterprise/c\_AgAtAssgmtMlt.html |
| release | brazil |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | Agent auto assignmentAgent assignment methodsRequest Management in a Service Management applicationService Management |