Create or modify an Agent Efficiency determination rule

Create or modify an Agent Efficiency determination rule for work order tasks.

Before you begin

Role required: wm_admin, wm_dispatcher

About this task

An Agent Efficiency determination rule automatically assigns Agent Efficiency criteria to a qualified work order task. Intelligent Task Recommendation uses Agent Efficiency determination rules to recommend the best-suited tasks for an agent.

Procedure

1. Navigate to All > Agent Efficiency > Agent Efficiency Determination Rules.
2. Create or modify a determination rule.
   • To create a new rule, select New.
   • To modify a rule, select its name.
3. On the form, fill in or modify the fields.

   Table 1. Agent efficiency determination rule

   Field	Description
   Name	Name of the rule.
   Application	Application to which the rule applies. This field is automatically set to Global and cannot be modified.
   Type	The type of the determination rule. Simple: A simple determination rule using one or more filter conditions. Advanced: A determination rule that uses a script.
   Active	Activates the determination rule.
   Source table	The table to which this determination rule applies.
   Order	The priority for the determination rule. Determination rules with lower order values are applied first.
   Condition	One or more conditions to determine the work order tasks to which this determination rule applies. Note: This field appears only when Type is selected from Simple.
   Agent efficiency criteria	The Agent Efficiency criterion to which the determination rule applies. Note: This field appears only when Type is selected from Simple.
   Script	A script to define the determination rule details. Note: This field appears only when Type is selected from Advanced.

4. Select Submit.

Result

The determination rule is created.

What to do next

Assign an Agent Efficiency value to agents