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 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|
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
overall rating is auto-assigned for the task. See Agent auto assignment using multiple selection criteria for details.
- Parent Topic
- Agent auto assignment using rating-based criteria
Rating-based methods, such as location, skills, and time zones, help you auto assign
agents based on configuration settings and optional properties. The calculated ratings are used to
determine the best agent to perform the task.
Products > Service Management > Request Management; Versions > Helsinki