Agent auto assignment using multiple selection criteria

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Agent auto assignment using multiple selection criteria

    Agent auto assignment automates the process of assigning tasks by evaluating multiple selection criteria to identify the most suitable agent. This process can incorporate both rating-based and time-based criteria, ensuring tasks are assigned efficiently based on agent qualifications and availability.

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    How Auto Assignment Works

    When a task is qualified or marked as Ready for Work, the system performs evaluations based on configured criteria:

    • Rating-Based Assignment: If the configuration option Auto-selection of agents will consider agent or task schedules is disabled, the system assigns tasks solely based on agent ratings. Ratings reflect factors such as location, skills, and time zones.
    • Schedule-Based Assignment: If the configuration option is enabled, the system first filters agents by acceptable ratings and then compares their schedules against the task schedule, assigning the agent with the best schedule match.

    Calculation Method

    Auto assignment uses a weighted formula combining multiple criteria ratings:

    (Criteria1 rating × Criteria1 weight) + (Criteria2 rating × Criteria2 weight) + (Criteria3 rating × Criteria3 weight) divided by Number of criteria types used.

    The number of criteria types can be one, two, or three depending on which combination of location, skills, and time zone settings are enabled.

    Example Scenario

    Consider two agents (A and B) and a task requiring four specific skills. Configuration includes:

    • Location consideration enabled with weight 5.
    • Skills consideration enabled with weight 10.
    • Agents must have some required skills.

    Agent A:

    • Located 5 miles from task site.
    • Possesses 3 of the 4 required skills.

    Agent B:

    • Located 0.25 miles from task site.
    • Possesses 2 of the 4 required skills.

    The formula applied is:

    [(Location rating × Location weight) + (Skills rating × Skills weight)] ÷ 2

    Calculations yield:

    • Agent A: [(0.7 × 0.5) + (0.75 × 1)] ÷ 2 = 0.55
    • Agent B: [(0.9 × 0.5) + (0.5 × 1)] ÷ 2 = 0.475

    Result: Agent A is auto-assigned the task as the higher combined rating indicates a better match.

    At its simplest, auto assignment involves identifying a set of selection criteria and automatically assigning the task to the agent who most closely meets the criteria. You can, however, select multiple sets of criteria, including both rating-based and time-based criteria.

    When a task is qualified or marked as Ready for Work, the following evaluations are performed:
    1. The ratings of an agent are calculated. If the Auto-selection of agents will consider agent or task schedules configuration option is disabled for the application, the ratings of an agent are used exclusively for auto-assigning an agent.

      For more information on how the ratings are calculated, see:

    2. If the Auto-selection of agents will consider agent or task schedules configuration option is enabled, the schedules of the agents whose ratings are acceptable for auto-assignment are compared to the schedule for the task, and the agent with the best match is auto-assigned. For more information on time-based methods for auto-assigning agents, see:

    Auto assignment is based on the following calculation:

    (Criteria_1 rating x Criteria_1 weight) + (Criteria_2 rating x Criteria_2 weight) + (Criteria_3 rating x Criteria_3 weight) / Number of criteria types used

    Where:

    • Number of criteria types used = 1, 2, or 3 depending on the location, skill, and time zone settings used.
    This example calculates agent auto-assignment based on location and skills. The example is based on the following assumptions.
    • The Auto-selection of agents will consider location of agents configuration option is enabled for the application.
    • The Auto-selection of agents requires them to have some of the required skills for the task configuration option is enabled for the application.
    • The Skills Weight property is set to 10 for the application.
    • The Location Weight property is set to 5 for the application.
    • Agents A and B are available to perform a task, and the task requires four specific skills.
    • The location of Agent A is 5 miles from the site of the task. Agent A possesses three of the four required skills.
    • The location of Agent B is one-quarter mile from the site. Agent B possesses two of the required skills.

    Auto assignment for the agents uses this calculation:

    [(Location rating x Location weight) + (Skills rating x Skills weight)]/ 2
    • The auto assignment calculation for Agent A is: [(0.7 x 0.5) + (0.75 x 1)]/ 2 = 0.55
    • The auto assignment calculation for Agent B is: [(0.9 x 0.5) + (0.5 x 1)]/ 2 = 0.475

    In this example, Agent A is auto assigned the task.