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 · ‎08-04-2022

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 · ‎08-04-2022

@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

View solution in original post

Mohith Devatte · ‎08-04-2022

@derekjohnson i meant when you create a new assignment eligibility , create a new agent assignment rule with skills check box un checked and tag in the agent assignment rule field on the eligibility form.

makes sense ?

derekjohnson · ‎08-04-2022

i updated it so that only the skilled groups were related to each queue, then added the entire agent pool/group as available at 5 min without skill being mandatory.

but in theory, i could have left the original eligibility to just the entire group also, right, if i leave the skill mandatory on?

i will try this out.

derekjohnson · ‎08-04-2022

This is one of them for a particular queue:

the top eligibility has only groups that have those skills related to that one (originally i had the entire group, with the skill mandatory and for that part it worked ok)

the bottom one is the "overflow" where i updated the top one to just be for those skill groups, and this overflow one is for an all agents group without a skill being mandatory. so in theory now, after 5 min if not assigned this one will kick in and route to one of them to accept correct?

Mohith Devatte · ‎08-04-2022

@derekjohnson yes correct ideally this is the case .

this depends on the time you give at "eligible at field"

derekjohnson · ‎08-04-2022

ok so i am trying it out, right now it's not firing at all to anyone but i have shifts checked so i need to be sure it sees them as eligible per shift.