AWA - Stop Assignment Outside of Skill

[Ruide Bu]

TL;DR: How do I stop having agents get assigned work items that do not belong to their skill, if the work item itself matches the queue condition?

Hi all, 

I have a question with Advanced Work Assignment that I believe should be a quick fix.

My issue is that agents are being assigned work items (we are using incident) that do not match their skills, if there is nobody online that has the skills required. If there is nobody online that possesses the correct skills, I need the assignment to not route to anybody until a correct agent comes online.

Take the following scenario:

- Agent A is online with skill A

- Agent B is online with skill B

With my current configuration, incidents with skill A and skill B are being routed properly, but if an incident comes in with attributes that do not match any skill, it appears to be randomly assigned out to the agents A or B.

I have also found that if an agent has no skills, and they are the only one online, then incidents will not be auto-routed to them.

With our skill configuration, the skills are mapped exactly to the field attributes. We are utilizing a single field to do the routing, so the skill definitions are set up with structure (skill field) (is) (condition). 

• An Incident Service Channel with the 'available' presence state configured. No conditions on this Service Channel itself other than Utilization Condition is Active = True.
• A Queue for the Service Channel, filtered to a specific assignment group. 
• An Assignment Eligibility for the Queue with the group and rule defined.
• Agent assignment rule that enables skills, specifies that skills are mandatory, and with enable auto-assign work items on. (I have also tried with enable auto-assign work items off. I think this record may be where the issue lies).
• Skills and associated users
• Skill determination rules based on the incident table and filtered to the specific condition, with skills associated and set to mandatory for each determination rule.
• The Skill determination for incident Business Rule

I appreciate anybody who has read this far, and I'm hoping that somebody out there has an answer. Thank you!

[Bhavesh Bijagar]

Enable skill determination plugin.

Enable skill determination business rule. If OOTB there is no business rule for the table, then insert and stay existing business rule, by changing the table on which workitem will be created. OOTB there is one for Interaction.

Create skill determination rules. While assigning the skill to this rule, make the skill mandatory.

While configuring queue-assignment rule, tick the checkbox "Enforce mandatory skills".

Based on this configuration, now workitem will be assigned to only those agents who have that skill, which is assigned to workitem.

Hope this helps.