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Agent auto assignment using location

Agent auto assignment using location

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

Auto assignment by location can be performed in a task- or request-driven processing environment, if the Auto-selection of agents will consider location of agents configuration is enabled.

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 taskRating
0 to 0.11
0.11 to 0.50.9
0.51 to 50.7
5.1 to 100.5
10.1 to 200.4
20.1 to 300.3
30.1 to 400.2
40.1 to 1000.1
>1000

When a task is qualified or marked as Ready for Work, 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 to the task.

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

Products > Service Management > Request Management; Versions > Helsinki