Depending on your needs and business flow, you can assign tasks to agents manually or using task auto assignment engine. 


To create a new assignment rule, please complete the steps below:

  1. Navigate to Auto Assignment → New Rule
  2. Click New, fill in the fields and click Save.

Assignment rule form fields

FieldDescription
NameAssignment rule name.
DescriptionAssignment rule description.
Task tableSpecify a table extending Task and containing objects to assign (like incidents, requests and so on). 
Assignment type

Specify the assignment type. Available options:

  • Load Balancer - This assignment type allows assigning tasks to responsible persons that are least loaded so far within the group specified. This metric represents the minimum amount of the incomplete tasks to the date per user group.
  • Round-Robin - this assignment type allows assigning tasks to responsible persons within the specified group interchangeably.
  • Custom - this type allows to define assignment logic more flexibly, even including scripting. 


Before using the Load Balancer assignment type, please specify the definition of the "complete task". For this, please complete the steps below:

  1. Navigate to Auto Assignment → Load Balance Elements
  2. Click New, fill in the form and click Save.
FieldDescription
Autoassignment RuleReference to the autoassignment rule for which this configuration is to be done. 
Completed StatesSpecify the states that can be defined as "Completed". All other states related to this rule are to be considered "incomplete". You can specify more that one state in this field.

You can find a filling example on the screenshot below.


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 groupSpecify a responsible group for this kind of tasks.
Assigned userSpecify a responsible person for this kind of tasks. This field appears only when selected Assignment Type option is Custom.
ActiveSelect this checkbox to make this rule active or inactive.
Use scriptSelect 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 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 scriptSpecify a script implementing an advanced logic for a group assignment. This field appears only when the Use script checkbox is selected.
User scriptSpecify 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 new absence record, please complete the steps below:

  1. Navigate to Personal Schedule → All Absences.
  2. Click New, fill in the form and click Save.

Personal absences form fields

FieldDescription
NumberAbsence record number. This field is read-only and always populated automatically.
EmployeeSpecify an employee for whom you need to make an absence record.
ManagerIn there, the employee's manager name will appear automatically. This person is responsible for the absence approval.
Type

Specify an absence type. Available options:

  • Absence
  • Vacation
  • Unpaid Vacation.
DescriptionOptional record description.
State

The absence state. Available options:

  • Pending Approval
  • Approved
  • Rejected

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 timeSpecify the absence start date.
End date timeSpecify the absence end date.
Days countThis field is populated automatically and represents absence duration in days.