Thank you for your feedback.
Form temporarily unavailable. Please try again or contact to submit your comments.
  • London
  • Kingston
  • Jakarta
  • Istanbul
  • Helsinki
  • Geneva
  • Store

Agent auto-assignment using location

Agent auto-assignment using location

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

Auto-assignment by location is performed when the Auto-selection of agents will consider location of agents configuration option is enabled.

When a task (security incident or response task) is created, the agent closest to the task location is considered for the task. If the application is configured so that only location is considered, the closest agent is auto-assigned the task.

When a task is created, agent locations are compared to the following ranges to determine each agent 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
>100 0

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