When looking for the Agent chat modules, we have come across a Matching Rule module. Through some research we found that it is installed along with HRSD plugin or can be installed seperately "Resource Matching Engine(not installed OOB)" . So , we would like to know the use cases of this module and how do we configure it. Does it help in working on use case like when a user raised a case through chat, base on user timezone can it be assigned to assignee of that timezone and also skills. If this cases are posi=sible please provide the implementation process or any cases where they have used.
Hi
HR Task matching skills are already there in the system, from configuration point of view :
- Assign the Skill to the Task Assignment Groups
- Add skill in the HR Task Template so that on creation of task Skill field is auto-populated, which is used by Matching Rules to find the Available Agents.
Once you have performed the above steps then test the existing matching rules and change conditions if required.
Please go through this link and find the matching rule criteria. This will surely help you out.
You can also take a look at the existing matching rules in the instance.
Navigate to HR Matching rules:
- Agents by skills and country
- Agents by skills
- If this matching rule does not find eligible agents, then the condition of the lower priority rule is still true and attempts to match by skills alone.
- If the higher priority rule finds an agent, the assigned to field is no longer empty and the secondary rule does not match.
- Either the getAgentsByCountryAndSkillsOrderLeastLoaded or getAgentsBySkillOrderLeastLoaded in the hr_AssignmentAPI script include are called.
Mark my answer correct & Helpful, if Applicable.
Thanks,
Sandeep
