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. When a task is created, the following evaluations are performed: The agents' ratings are calculated. For more information on how the ratings are calculated, see: Agent auto-assignment using location Agent auto-assignment using skills Agent auto-assignment using time zones 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.