Advanced Work Assignment - Set different priority to Work item queues (Order field)

[Camilla5]

Hi all,

I have installed Advanced Work Assignment plugin in order to implement automatic allocation on several custom processes.

I have recently configured a Service channel with 2 related Work item queues (Queue 1 and Queue 2), both associated to the same Assignment group using a specific Assignment rule.

For each Queue I have specified 3 conditions (simple conditions, using the condition builder); the difference between Queue 1 and Queue 2 is only related to the third condition.

Also I have configured the same “Work Item Sort Order” for both Queues, selecting the field “Created” (sys_created_on) as sorting criterion and choosing the Ascending sort direction.

Below and example of the Queues conditions:

Queue 1 – conditions:

• stage = X
• state = Y
• custom_field = 1

Queue 2 – conditions:

• stage = X
• state = Y
• custom_field = 2

Given that, as mentioned above, these 2 Queues are associated to the same Assignment group, I want to give a different priority to these queues, so that the tickets of one queue (e.g. Queue 1) are assigned to the operators earlier (with higher priority) than the tickets of the other queue.

In order to do so, I have configured Queue 1 with Order 100 and Queue 2 with Order 1,000 (for testing).

While performing several tests, I noticed that ticket allocation is not working as expected: it seems that tickets are only allocated based on the creation date (the Order criterion seems to be irrelevant).

Do you think anything is missing or wrong in my configuration?

Do you have any suggestions to achieve this goal (different priority for Queues associated to the same Assignment group)?

Thank you!

[palanikumar]

Hi,

You have mentioned that you created assignment rule for this requirement. Both rule are assigning to same assignment group. Can you explain you how do you set priority of incident? if you are using the script tab, make sure you are updating impact and urgency as you can't update priority directly.

Thank you,
Palani

[Sulabh Garg]

Hello Camilla,

What is your use case where you have two queues (in same service channel) with same assignment group. Ideally one queue contains one assignment rule with assignment group.

If you still want to use the two queues of same assignment group then you may need to change the "Work item routing condition" of both queues in order to properly route the tickets in same assignment group.

Hope it helps!!

Please Mark ✅ Correct/helpful, if applicable, Thanks!! 

Regards

Sulabh Garg

[Beno_t Proulx]

I think had the same question as Camillia

Essentially, when 1 agent is in a group that can receive work from multiple queues (the group the Agent is assigned to is assigned to multiple queues), is it possible to have the work items from 1 queue prioritized over the items on the other queues.

Example use case: We have a VIP queue where based on conditions, we route the items to the VIP queue. In this case, because of the number of items getting to that queue, agents working on the VIP queue are also assigned to work on the Normal queue. It's in that scenario where we would like the items from the VIP queue to be offered to the agents first.

[Camilla5]

Hi all,
thank you for your replies.

Replying to Palani:
We are not using the script tab since we are using simple conditions, as mentioned above.
In this case, we are distinguishing the priority of the tickets based on the "custom_field" we mentioned in the queues conditions (we are not using the "priority" ootb field). For example, if "custom_field" = 1 the queue has higher priority, while if "custom_field" = 2 the queue has lower priority.

Replying to Sulabh Garg:
We know that ideally we should have 1 queue = 1 assignment group, but the specific requirement in this case is in fact that we have 2 queues = 1 assignment group. These 2 queues should have a different priorty so that tickets belonging to Queue 1 (higher priorty) are assigned before to the operators.

Replying to Benoît:
Correct, this is the same goal we need to achieve.

For example: Operator 1 has a capacity of 10 tickets (10 tickets can be assigned to him) and we have 15 tickets created, 10 tickets associated to Queue 1 and 5 tickets associated to Queue 2. Even if the tickets associated to Queue 2 were created before than the tickets associated to Queue 1 (e.g. tickets for Queue 2 created on 21/02 vs. tickets for Queue 1 created on 22/02), the tickets associated to Queue 1 should be assigned earlier to the operator because Queue 1 has a higher priority.
It seems that the Order field is not suitable for achieving this goal.

Do you have any other suggestion?

Thank you all