Create an assignment workbench configuration

Use a matching rule to create a configuration for the assignment workbench.

Before you begin

Role required: admin

About this task

The assignment workbench configuration is stored in a matching rule that is based on the Selection criteria matching type. The default configuration uses the Recommendation for Case Assignment matching rule, which includes three of the four default matching criteria:
  • Availability Today
  • Matching Skills
  • Assigned Cases
You can modify or create matching criteria and then modify the Recommendation for Case Assignment matching rule as needed or you can create your own configuration.

Procedure

  1. Navigate to Routing and Assignment > Matching Rules to access the Matching Rules list.
  2. Click New.
  3. Enter a Name for the matching rule.
  4. If desired, enter an Execution Order for the matching rule.
    This is the order in which this matching rule is to be executed. Similar to business rules, matching rules are processed based on execution order, from the lowest to the highest.
  5. In the Applies To tab, select the Table that stores the task for which the matching rule is being created.
  6. Use the Conditions field to build one or more conditions on the selected table.
    A condition is made up of a selected field, an operator, and a value. Add conditions using the AND and OR buttons. Delete conditions by clicking the X to the right of a condition.
  7. In the Resource tab, select Selection Criteria in the Matching field.
  8. Click Submit.
  9. From the Matching Rules list, open the matching rule that you just created.
  10. In the Select Criteria related list, click New.
    This opens the Select Criterion form.
  11. Select a Criterion from the Matching Criteria list.
  12. Select how the criterion is to be used in the Use for field.
    OptionDescription
    Ranking and Display Uses the criterion to determine agent ranking and displays it in a column on the workbench.
    Display Only Displays the criterion in a column on the workbench but does not use it to determine agent ranking.
    Ranking and No Display Uses the criterion to determine agent ranking but does not display it on the workbench.
  13. Select a Ranking Method.
    OptionDescription
    More is better A higher value is better. For example, more availability is better when determining the agent ranking.
    Less is better A lower value is better. For example, fewer cases are better when determining the agent ranking.
  14. Click Submit.
  15. Repeat steps 10 through 14 for each criterion to add to the matching rule.
  16. If desired, change the weight of a criterion by double-clicking the Weight field in the Select Criteria related list and entering a new weight.
    Each matching criterion has an assigned weight. By default, the matching criteria in the Recommendation for Case Assignment matching rule have an assigned weight of 10. You can assign a higher weight to the criteria that are more important.
  17. If desired, set the threshold for a criterion by double-clicking the Threshold field in the Select Criteria related list and entering a threshold number.
    A threshold sets a minimum requirement for a criterion. It may be necessary to personalize the list and add the Threshold column.
  18. If desired, set a criterion active or inactive by double-clicking the Active field in the Select Criteria related list and selecting true or false.
    Changing this setting has an immediate impact on the agent ranking. It may be necessary to personalize the list and add the Active column.