Create assignment workbench matching criteria

Create one or more matching criteria that can be used in an assignment workbench configuration.

Before you begin

Role required: admin

About this task

The assignment workbench uses configurable matching criteria, such as skills and availability, to evaluate agents in a selected group and provide an overall ranking. The Matching Criteria [matching_dimension] table stores the individual criterion that can be added to a matching rule to create an assignment workbench configuration.

Procedure

  1. Navigate to Routing and Assignment > Criteria.
  2. Click New.
  3. Enter a Name and a Description for the criterion.
  4. Select the Type of matching criterion.
    OptionDescription
    Simple Match Creates a one-to-one match. For example, match the time zone of an agent with the time zone of a task location.
    Aggregate Takes a simple query as an input and provides aggregate results. The query returns a set of users.
    Scripted Includes a scripted query which returns a list of users.
  5. To create a Simple Match criterion, fill in the following fields.
    Table 1. Simple match criterion fields
    Field Description
    Applies to The type of task that this criterion applies to.
    Field The field from the selected task table that you want to match.
    Resource Table The table that stores the resource to use for this matching criterion.
    Resource Matching Field The field from the resource table that you want to match.
    Resource Field The resource field to be displayed for the task records that match the resource records.
  6. To create an Aggregate criterion, fill in the following fields.
    Table 2. Aggregate criterion fields
    Field Description
    Aggregate Table The type of task that this criterion applies to.
    Aggregate Filter Use the condition builder to create a query that returns a set of users from the selected task table.

    For example, create a query that returns customer service cases with the following states: New, Open, Awaiting info.

    Aggregate Field The field from the selected task table to be displayed for the task records that match the query conditions.
  7. To create a Scripted criterion, fill in the following fields.
    Table 3. Scripted criterion fields
    Field Description
    Script Create a customized script which returns a list of users. An example script is included. The expected return from a customized script is an array of resource sys_ids.
    Aggregate Field The field from the selected task table to be displayed for the task records that match the query conditions.
  8. (Optional) Enter a Display Name.
  9. (Optional) Enable the Use Reference field.
    If you use a reference field, fill in the following fields.
    Table 4. Reference fields
    Field Description
    Reference Table The table that stores the referenced information.
    Reference Filter Add filter conditions to return the desired reference information.
    Reference Field The field from the selected reference table to be displayed for the records that match the filter conditions.
    UI Filter Label The label for this field that appears on the assignment workbench
  10. Click Submit.