Advanced Work Assignment - How can you force skills to be primary for assigning, but then user overflow members without the skills if the skilled are unavailable?

[derekjohnson]

Advanced Work Assignment - How can you force skills to be primary for assigning, but then user overflow members without the skills if the skilled are unavailable? 

WHen setting the skill for each task as mandatory, the assignment works fine, but adding in overflow does not seem to work. If I remove the mandatory selection for the skill, then the routing isn't going to skilled first.

Thank you!

[Mohith Devatte]

hello @derekjohnson ,

can you post a screenshot of the overflow that you are adding ?

little confused on that part

[derekjohnson]

I have the overall group of agents assigned, but only a few of which have the skill needed - when it was set to mandatory it worked fine. but now that I have now made non-mandatory it's not going to the skilled ones first, even if available, it is going to pretty much anyone in the group.

this is my first time trying to use AWA so i likely am missing something obvious.

thanks.

[Mohith Devatte · Accepted solution]

@derekjohnson so here is the thing .

If you want to make only few users as skill mandatory and few users as normal assignees i think its not possible with single assignment eligibility .

First try to separate skilled users and no skilled users in to two groups and add those respective persons into two groups

try this it might work 

1) open your queue and go to assignment eligibility tab and open the record

2) then after opening you can see the assignment rule tagged to it .Open the assignment rule

and also tag the group which has skilled users as group members

3) There you can see enforce mandatory skills which should be checked in you case for skills users

Solution : 

1)Create one more assignment eligibility record for the same queue

2) Create another assignment rule with enforce mandatory skills as unchecked and  enable skills unchecked 

3) Tag the assignment rule 

4 )Tag the group which has non skilled users and save the record 

Now try making agents available and see  if it makes any difference in auto assignment 

PLEASE MARK MY ANSWER CORRECT IF IT HELPS YOU

[derekjohnson]

what do you mean by "tag the assignment rule"?