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
Tera Contributor

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!

1 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

find_real_file.png

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

find_real_file.png

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

find_real_file.png

 

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

 

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18 REPLIES 18

@derekjohnson yes check if they are in shift , if current time is out of shift it  wont create a work item at all to assign it to user !

Let me know in case of any issues 

if not please close the thread by marking this answer correct as this is useful and will be helpful to other readers if it goes to closed state

after turning off shift based it is working ok but since people do show on shift i am not sure of the issue

So whats the shift that you have tagged ?

9 to 5 schedule ?

 

I thought it just looked at agent schedules to see if they are on shift or not.

its not agent schedules it should the schedule on the queue form which is attached to the schedule field .

if current time is in that schedule then that particular queue accepts the tickets 

any ways did it work with multiple eligibilities?