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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 11:00 AM
oh that schedule field does it? interesting. so outside of that schedule it won't even try to do any attempts to assign tasks? but will it also look at agent shifts or does it only care about their "presence" setting?
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08-04-2022 11:36 AM
i think it only cares about the presence in agent presence and capacity table
if there is any schedule tagged then it follows that schedule if the time goes out side schedule even if tasks are in queue it wont be routed
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08-04-2022 12:33 PM
thank you, i think it's as good as can be for what was desired for my poc.
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08-08-2022 08:01 AM
I thought it would work today with the "enable shift-based assignment" but it still isn't.
i have an 8-7 ET schedule applied that repeats daily, on the queues.
but when that is set to true it doesn't assign, when i turn it back to false they start assigning right away.
??
