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Agent auto-assignment using location

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Agent auto-assignment using location

Agents can be auto-assigned based on the home location in their user record and the location of the tasks.

Auto-assignment by location will be performed when the Auto-selection of agents will consider location of agents configuration option is enabled.

When a task (security incident or response task) is created, the agent closest to the task location will be considered for the task. If the application is configured so that only location is considered, the closest agent will be auto-assigned the task.

When a task is created, agent locations are compared to the following ranges to determine each agent's location rating.
Table 1. Location rating calculation
Distance (mi.) from agent to task Rating
0 to 0.1 1
0.11 to 0.5 0.9
0.51 to 5 0.7
5.1 to 10 0.5
10.1 to 20 0.4
20.1 to 30 0.3
30.1 to 40 0.2
40.1 to 100 0.1
>100 0

If the application is configured to use other selection criteria, such as skills, time zone, or schedule, the ratings of all selection criteria are weighted and summed up, and the agent with the highest overall rating is auto-assigned for the task. See Agent auto-assignment using multiple selection criteria for details.