Assignment Groups

An assignment group is a set of agents or vendors, filtered by location, from which an individual agent or vendor should be selected to complete a work order task.

If a dispatch group has been identified and the dispatch group only covers one assignment group, that assignment group is added to the Assignment Group field on the work order task record automatically. If the identified dispatch group covers multiple assignment groups, use the Assignment Group field lookup list to select an assignment group. If the Assignment Group field is empty, the system searches for assignment groups covering the territory that includes the work order task's location.

Note: When an assignment group of type Vendor is created, be sure to assign a manager to the group who has the vendor manager role for assigning and controlling vendor tasks. Also be sure to add vendors to the group.