Skill-based filtering aims to provide an additional layer of filtering to assign Work Items (WIs) at the appropriate time to the appropriate users with proper skills. The process of filtering skills helps users to complete Work Items (WIs) regarding the service-level agreement (SLA).
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Information: In addition to assigning WIs to the correctly skilled users, the system also calculates SLA timings for a 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. |
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In this way, users are assigned with WIs in the correct order to meet the target SLA set by individual business needs. |
Escalation Methods for Work Item (WI)
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