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:

  1. Navigate to Auto Assignment → New Rule.
  2. Click New and fill in the fields.
  3. Click Save or Save and Exit to apply changes.

Assignment rule form fields

FieldMandatoryDescription
NameYAssignment rule name.
DescriptionNAssignment rule description.
TableYSpecify a table extending from Task and containing objects to assign (like incidents, requests and so on). 
Assignment TypeY

Specify the assignment type. Available options:

  • Custom – this type allows to define assignment logic more flexibly, even including scripting. 
  • 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.

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 and fill in the fields.
  3. Click Save or Save and Exit to apply changes.
FieldMandatoryDescription
Autoassignment RuleYReference to the autoassignment rule for which this configuration is to be done. 
Completed StatesN

Specify the states that can be defined as "Completed". All other states related to this rule will be considered "incomplete".

You can specify more than one state in this field.

You can find an example with filled fields on the screenshot below.


ConditionY

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 GroupYSpecify a responsible group for this kind of tasks.
Assigned UserY

Specify a responsible person for this kind of tasks.

This field appears only when selected Assignment Type option is Custom. 

ActiveNSelect this checkbox to make this rule active or inactive.
Use ScriptN

Select this checkbox to specify the script implementing the advanced assignment logic.

This checkbox appears only when selected Assignment Type option is Custom.

WatcherN

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 ScriptN

Specify a script implementing an advanced logic for a group assignment.

This field appears when the Use script checkbox is selected.

User ScriptN

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:

  1. Navigate to Personal Schedule → All Absences.
  2. Click New and fill in the fields.
  3. Click Save or Save and Exit to apply changes.

Personal absences form fields

FieldMandatoryDescription
NumberYAbsence record number. This field is read-only and always populated automatically.
EmployeeYSpecify an employee for whom you need to make an absence record.
ManagerY

In there, the employee's manager name will appear automatically after saving the record.

This person is responsible for the absence approval.

TypeY

Specify an absence type. Available options:

  • Absence
  • Vacation
  • Unpaid Vacation.
DescriptionNOptional record description.
StateY

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 TimeYSpecify the absence start date.
End Date TimeYSpecify the absence end date.
Days countYThis field is populated automatically and represents absence duration in days.