Agents can be auto assigned based on the agent or the task schedule.
Auto assignment by schedule can be performed only in a task-driven processing
environment, and the Auto-selection of agents will consider agent or task
schedules configuration option must be enabled for the application. If this option
is turned off, only the agent ratings
are used for auto-assignment.
When a task is qualified or marked as Ready for Work
, agents ratings are
evaluated, and the schedules of qualified agents are compared against the schedule of the task to
determine the agent with the best matching schedule.
Note: If the task includes specific time
entries in the Window start and Window end fields,
and no agent's schedule falls within that task window, no agents are assigned. Also be aware
that if the customer wants a task to be performed at or near a specific time, the
Window start time should be set as close to that time as possible. If,
for example, the Window start and Window end
fields are set to 1:00 pm and 8:00 pm, respectively, and the customer prefers the job to be
started at 4:00 pm, it is possible that an agent will be dispatched at 13:00. So setting the
Window start closer to 4:00 can help ensure that the work is performed
when the customer prefers it to be done.
If the application is configured to use other selection criteria, such as skills or time zone,
the ratings of all selection criteria are averaged, and the agent with the highest overall rating
is auto-selected for the task. See Agent auto assignment using multiple selection criteria for details.