Depending on your needs and business processes, you can assign tasks to agents manually or by 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 and fill in the fields.
- Click Save or Save and Exit to apply changes.
Assignment rule form fields
| Field | Mandatory | Description | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| Name | Y | Assignment rule name. | |||||||||
| Description | N | Assignment rule description. | |||||||||
| Table | Y | Specify a table extending from Task and containing objects to assign (like incidents, requests and so on). | |||||||||
| Assignment Type | Y | Specify the assignment type. Available options:
Before using the Load Balancer assignment type, please specify the definition of the "complete task". For this, please complete the steps below:
You can find an example with filled fields on the screenshot below.
| |||||||||
| Condition | Y | 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 | Y | Specify a responsible group for this kind of tasks. | |||||||||
| Assigned User | Y | Specify a responsible person for this kind of tasks. This field appears only when selected Assignment Type option is Custom. | |||||||||
| Active | N | Select this checkbox to make this rule active or inactive. | |||||||||
| Use Script | N | Select this checkbox to specify the script implementing the advanced assignment logic. This checkbox appears only when selected Assignment Type option is Custom. | |||||||||
| Watcher | N | Reference to a business rule containing the assignment logic (conditions, groups, and so on). This rule is automatically created 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 | N | Specify a script implementing an advanced logic for a group assignment. This field appears when the Use script checkbox is selected. | |||||||||
| User Script | N | Specify a script implementing an advanced logic for a user assignment. This field appears 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 vacation, for example), they won't be assigned to a task. For this, the absence record must be created and approved for the person.
Before configuring absences, please make sure, that you have the Personal Schedule application installed. If it is not, please obtain an application pack from your vendor and install it as described here.
To create a new absence record, please complete the steps below:
- Navigate to Personal Schedule → All Absences.
- Click New and fill in the fields.
- Click Save or Save and Exit to apply changes.
Personal absences form fields
| Field | Mandatory | Description |
|---|---|---|
| Number | Y | Absence record number. This field is read-only and always populated automatically. |
| Employee | Y | Specify an employee for whom you need to make an absence record. |
| Manager | Y | In there, the employee's manager name will appear automatically after saving the record. This person is responsible for the absence approval. |
| Type | Y | Specify an absence type. Available options:
|
| Description | N | Optional record description. |
| State | Y | The absence state. Available options:
The absence will not be taken into account until it is not in the Approved state. Until it is not approved, tasks may be assigned to the agent requested for the absence. |
| Start Date Time | Y | Specify the absence start date. |
| End Date Time | Y | Specify the absence end date. |
| Days count | Y | This field is populated automatically and represents absence duration in days. |
