Skill-based filtering aims to provide an additional layer of filtering to assign Work Items (WI) at the right appropriate time to the right appropriate users with proper skills. The process of filtering skills helps users to complete Work Items (WIs) regarding the service-level agreement (SLA).
In addition to assigning WIs to the correctly skilled users, the system also calculates SLA timings for WI and the current WI task. The sort order of WIs in a pool is determined by the WI priority and the calculated Target Start Time of Work Item's Task.
In this way, users get are assigned with WIs in the correct order to meet the target SLA set by individual business needs.
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With help of the Work Item (WI) priority, users receive WI are assigned with WIs in the appropriate order regarding SLA.
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Required Resources
Domain Elements
For completing enabling skill-based filtering, there are the required domain elements. For more information, view the following charts.
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Info: Skill-based filtering works by changing behavior with help of the Get Next button on the user dashboard. Once you click the Get Next button, the system compares a skill assignment of the top-queued work item against the user list of the held skills. Then, the The system then assigns the highest priority/ SLA of a WI that matches to the user in case there is a match. |
Holidays: Domain 390
This domain defines the holidays when a business is closed.
Note: Weekends are automatically excluded from the SLA calculations and must be added in as the a holiday record if the business is open on the weekend.
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