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Agent auto assignment using multiple selection criteria

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Agent auto assignment using multiple selection criteria

At its simplest, auto assignment involves identifying a set of selection criteria and automatically assigning the task to the agent who most closely meets the criteria. You can, however, select multiple sets of criteria, including both rating-based and time-based criteria.

When a task is qualified or marked as Ready for Work, the following evaluations are performed:
  1. The agents' ratings are calculated. If the Auto-selection of agents will consider agent or task schedules configuration option is disabled for the application, the agents' ratings are used exclusively for auto-assigning an agent.

    For more information on how the ratings are calculated, see:

  2. If the Auto-selection of agents will consider agent or task schedules configuration option is enabled, the schedules of the agents whose ratings are acceptable for auto-assignment are compared to the schedule for the task, and the agent with the best match is auto-assigned. For more information on time-based methods for auto-assigning agents, see:

Auto assignment is based on the following calculation:

(Criteria_1 rating x Criteria_1 weight) + (Criteria_2 rating x Criteria_2 weight) + (Criteria_3 rating x Criteria_3 weight) / Number of criteria types used

where:

  • Number of criteria types used = 1, 2, or 3 depending on the location, skill, and time zone settings used.
This example calculates agent auto-assignment based on location and skills. The example is based on the following assumptions.
  • The Auto-selection of agents will consider location of agents configuration option is enabled for the application.
  • The Auto-selection of agents requires them to have some of the required skills for the task configuration option is enabled for the application.
  • The Skills Weight property is set to 10 for the application.
  • The Location Weight property is set to 5 for the application.
  • Agents A and B are available to perform a task, and the task requires four specific skills.
  • Agent A's location is 5 miles from the site of the task and he possesses three of the four required skills.
  • Agent B's location is one-quarter mile from the site, and she possesses two of the required skills.

Auto assignment for the agents uses this calculation:

[(Location rating x Location weight) + (Skills rating x Skills weight)]/ 2
  • The auto assignment calculation for Agent A is: [(0.7 x 0.5) + (0.75 x 1)]/ 2 = 0.55
  • The auto assignment calculation for Agent B is: [(0.9 x 0.5) + (0.5 x 1)]/ 2 = 0.475

In this example, Agent A is auto assigned the task.

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