Depending on your needs and business flowprocesses, you can assign tasks to agents manually or using task auto assignment engine. . This engine allows automating tasks assignment by various criteria, including but not limited to building conditions and implement business logic before a task is assigned, balancing employee workload, creating different rules for different kinds of tasks.
Creating an assignment rule
To create a new assignment rule, please complete the steps below:
- Navigate to Auto Assignment → New Rule
- Click New, fill in the fields and click Save.
Assignment rule form fields
| Field | Description | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Name | Assignment rule name. | ||||||||
| Description | Assignment rule description. | ||||||||
| Task table | Specify a table extending Task and containing objects to assign (like incidents, requests and so on). | ||||||||
| Assignment type | Specify the assignment type. Available options:
| ||||||||
| Condition | Create a condition to meet before the assignment rule is triggered. Use the Condition Builder to build a filter that fits your needs. You can create complex AND and OR filters, more than one condition in one filter. | ||||||||
| Assigned group | Specify a responsible group for this kind of tasks. | ||||||||
| Assigned user | Specify a responsible person for this kind of tasks. This field appears only when selected Assignment Type option is Custom. | ||||||||
| Active | Select this checkbox to make this rule active or inactive. | ||||||||
| Use script | Select this checkbox to specify the script implementing the advanced assignment logic. It appears only when selected Assignment Type option is Custom. | ||||||||
| Watcher | Reference to a business rule containing the assignment logic (conditions, groups, and so on). This rule is automatically created automatically when saving the form, and populating a business rule ID to the relevant field is automatically, too. You can manage this business rule later in an appropriate section (System Definition → Business Rules). | ||||||||
| Group script | Specify a script implementing an advanced logic for a group assignment. This field appears only when the Use script checkbox is selected. | ||||||||
| User script | Specify a script implementing an advanced logic for a user assignment. This field appears only when the Use script checkbox is selected. |
Absences and auto assignments
Auto assignment engine works in collaboration with personal schedule engine. If an agent is absent (on a vacation, for example), he won't be assigned a task. For this, the absence record must be created and approved for the person.
To create a new absence record, please complete the steps below:
- Navigate to Personal Schedule → All Absences.
- Click New, fill in the form and click Save.
Personal absences form fields
| Field | Description | ||
|---|---|---|---|
| Number | Absence record number. This field is read-only and always populated automatically. | ||
| Employee | Specify an employee for whom you need to make an absence record. | ||
| Manager | In there, the employee's manager name will appear automatically. This person is responsible for the absence approval. | ||
| Type | Specify an absence type. Available options:
| ||
| Description | Optional record description. | ||
| State | The absence state. Available options:
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| Start date time | Specify the absence start date. | ||
| End date time | Specify the absence end date. | ||
| Days count | This field is populated automatically and represents absence duration in days. |
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