The priority assignment feature enables you to configure auto assignment so that agents
can be assigned to perform tasks or provide services on a continual, 24x7x365 basis. Priority
assignment is triggered when the priority of a task matches the priority set in the application
Priority assignment can be used with location and skills settings. However, it can also operate
To use priority assignment, you must set the following configuration options for the
Table 1. Priority auto-assignment configuration options
|Process life cycle
||Set to task driven (subtasks are required).
|Assignment method for tasks
||Set to auto-assignment.
|Auto-selection of agents considers agent or task schedules
|Enable priority assignment
|Select priorities for assignment
||Select one or more priorities.
Only tasks of the selected priority or priorities trigger auto-assignment based on priority
When a task is qualified or marked as Ready for Work, and the priority
of the task matches a priority selected for the application, the agent that best matches the
schedule of the task is auto-assigned. If the location and skills options are enabled, agents are
first evaluated on their physical proximity to the location of the task, and then on how their
skills match the skills required to perform the task. The agent whose location, availability, and
skills best match the requirements of the task is auto-assigned.
When a task has a priority that matches a priority in the priority assignment list, the
Location Rating and Timezone Rating are ignored, even if they have been enabled.
If the priority of a task matches a priority selected in the Select priorities for
option, and no agents in the assignment group are available to be
auto-assigned, the task is assigned to the group manager, regardless of whether the manager is
available. It is the responsibility of the manager to locate an agent to perform the
Note: If no agent is located in the same time zone as the task, priority assignment