Reverse matching

Reverse matching uses the same matching rules to match tasks to a resource rather than resources to a task.

始める前に

Role required: sn_customerservice_agent, sn_customerservice_manager, and admin

このタスクについて

The resource matching engine can match resources and tasks in two ways:

• Forward: matches resources for a task
• Reverse: matches tasks for a resource

The same matching rule can be used for both forward and reverse matching.

手順

• In the Customer Service Management application, you can use reverse matching to determine which call the next available agent should take.
• Reverse matching returns a list of case sys_ids instead of user sys_ids.
  When using reverse matching, you can also limit the cases returned to a specific set. The following example shows how to use reverse matching.

  MatchingRuleProcessor.processAndGetCandidates(resource, taskLimit, "sn_customerservice_case", "reverse", false, [<array of cases to consider>])

• Limit the number of task sys_ids returned for reverse matching rules
  Reverse matching rules return a list of case sys_ids. Limit the number of cases returned by configuring the number in the reverse.matchingrule.entity.limit system property.