Matching rules for multiple COEs

MahendraBob
Tera Contributor

3 weeks ago

Hi, 

I have a query: Is it possible to implement load balancing using matching rules regardless of agent skills or the COE table on which a case is created?

Additionally, can capacity be automatically freed when a case is moved to statuses such as Awaiting Acceptance, Closed Complete, Closed Incomplete, Transferred, or Cancelled?

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abirakundu23
Giga Sage

2 weeks ago

Hi @MahendraBob ,
ServiceNow OOB matching rule based on a. Agents by  skills and Country  b. Agents by skills on COE tables and HR task table as per product document.
Product Doc - https://www.servicenow.com/docs/r/xanadu/employee-service-management/hr-service-delivery/c_UseAssign...

If you want to create matching rules on load balancing regardless  of Agents skills you have to create Custom matching rule logic for case assignment without skills or Create generic skills for all Agents which is beyond OOB scope.

Please mark helpful & correct answer if it's worthy for you.




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