Route work to the right agent in Workforce Management
When work comes in, Rovo identifies the service the work relates to and routes it to the right team that owns that service, using the context provided.
How Workforce Management picks the team
When a work item comes in, Rovo looks at the service the work relates to and identifies the team that owns that service. Your space admin connects services to teams when they set up Workforce Management. Routing then looks for an agent within that team.
If a work item is not linked to a service, or the service has no team connected, Rovo can't identify a team and the work item stays unassigned for someone to triage.
Rovo assigns the team automatically only when you enable it in Workforce Management within Space settings. If you disable it, a team member must select the configured field (service or request type) on each work item to assign the correct team.
How Workforce Management assigns the agent
An agent needs to meet every condition to be eligible for the work:
They belong to the team that owns the service.
They are scheduled to be working.
They have marked themselves as available.
They have the skills the service requires.
We then assign work from the pool of eligible team members to the member with the lowest capacity utilization. To understand how capacity feeds into this better, see your team's capacity in Workforce Management.
If nobody on the team is eligible, the work item stays unassigned.
You can turn on auto-assign on or off to configure how agents are assigned to the work items.
If auto-assign is on — Workforce Management assigns the work item to the agent it selects, without you doing anything.
If auto-assign is off — You assign each work item yourself by picking an agent in the Assignee field. When Workforce Management is set-up, the field shows recommended agents, which are agents who are eligible for that work item.
Both modes use the same underlying logic to work out who can handle the work. The difference is whether Workforce Management acts on the result or hands you a recommendation.
You can always manually override a work item's assignment.
Confirm your teams and services are connected
Routing works at the team level, and teams are found through services. Before you turn on automatic routing, check that:
Every agent who can be routed to belongs to an Atlassian Team connected to your service space.
Your services are connected to the teams that own them.
Any service that needs particular expertise has its required skills set.
If you have not done these yet, see Set up Workforce Management in Jira Service Management.
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