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08-04-2022 08:45 AM
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!
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Advanced Work Assignment
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08-04-2022 09:16 AM
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
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08-04-2022 09:56 AM
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
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08-04-2022 10:03 AM
after turning off shift based it is working ok but since people do show on shift i am not sure of the issue
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08-04-2022 10:28 AM
So whats the shift that you have tagged ?
9 to 5 schedule ?
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08-04-2022 10:42 AM
I thought it just looked at agent schedules to see if they are on shift or not.
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08-04-2022 10:48 AM
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?