Reverse matching

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

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

    Before you begin

    Role required: sn_customerservice_agent, sn_customerservice_manager, and admin

    About this task

    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.

    Procedure

    • 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>])