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Skill-based filtering aims to provide an additional layer of filtering to assign Work Items (WIs) at the appropriate time to users with the appropriate users with proper skills. The process of filtering skills helps users to complete Work Items (WIs) regarding the service-level agreement (SLA).

Info

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 Work Items are sorted by the WI priority and the calculated Target Start Time of Work Item's Task. In this way, users Users are assigned with WIs in the correct order according to meet the target SLA set by individual business needs.

Escalation Methods for Work

...

With help of the Work Item (WI) priority, users are assigned with WIs in the appropriate order regarding SLA.

Items

There are two escalation methods for a Work Item (WI):

Escalation Method

Description

Expedited

Calculates WIs target dates based on expedited expidited SLA times and moves to move the WI through the process in within a shorter time frame.

Priority

Moves a WI to the front of all other non-priority WIs for the faster processing time.

...

Priority

Suggested Uses

1

Priority 1:

Reserved for escalation of individual WI. The escalation of individual WI:

  • Allows the individual WI floating to the top of everyone's list to be worked "ASAP."

  • Is not assigned by a skill. Assigned to individual work items using the Is Priority field.

2

Unique Skills:

Exist for WIs with the established bottlenecks in the skilled resources. There are the following prerequisites:

  • Might be one or two people that are authorized to approve a WI of a certain amount.

  • Only one or two people are authorized to perform the task such as check writing.

3

Rare Skills:

These should be for skills that are out of norm or temporarily scarce. They are:

  • New product launch where only a few specialists may have the appropriate knowledge.

  • Struggle items with heightened supervision or sensitivity.

  • Windfall transactions.

4

Uncommon Skills:

Used for the time-sensitive items or items of importance. They are:

  • Higher value transactions.

  • Primary skill of a user with the limited workload but the ability to do common skills when primary work is exhausted.

5

Common Skills:

Baseline priority: the common skills make up the vast majority of your skills.

...

Required Resources

Domain Elements

For enabling the You can enable skill-based filtering , there are required with help of the following domain elements. For more information, view the following charts.

Work Item: Domain 209

Field ID

Name

Field type

Definition

130049

Expedited

Boolean field.

If the field is set to Yes, it will use the Expedited SLA values found in the skills domain.

130048

Is Priority

Boolean field.

If the field is set to Yes, it will assign a WI.Priority = 1 and prevent skills from changing. If the field is set to false No, it will set a WI.Priority = 5 by default and allow his overwrites the “Set Priority by By Skills action to set the priority” action. Setting priority by skills sets a priority for a WI.

42401

Priority Level

Existing field.

Is uneditable by a user via UI. This field defines the WI priority and is part of the Get Next from Pool logic.

Info

Note: Barcode Mapping and Document Type Work Item Priority can interfere with priority assignment from skills.

120008

SLA Start Time

Existing field.

This is a standard functionality that is set by a transition in the workflow. This field calculates the Work Item SLA Due Date.

120015

SLA Due Date

Existing

Work Item Due Date for completion through the workflow. The main purpose It is used for reporting and tracking without any other additional functionalitiespurposes only.

120010 

Task Due TimeWork Item Task

Due Date for completion out of a task node, which is calculated when a WI enters each task node. The main purpose is reporting and tracking without any other additional functionalitiesExisting

Is calculated each time the WI enters a new task node. It is used for reporting and tracking purposes only.

120014 

Task Target Start TimeWork Item Task Target Start Time that is calculated when a WI enters each task node. The Task Target Start Time is used in conjunction with Priority Level to define an order of Get Next

Existing

Is calculated each time the WI enters a new task node. This field defines the conjunction with priority and is part of the Get from Pool logic.

84001

Skills

Existing

Set Is a system of system calculations. This set matches data elements of WI to fields in the Skill domain. Once the data elements are matched, an appropriate skill is assigned to the WI.

84002

Suitable Skills

Troubleshooting field.

This field indicates all skills that have matched the current WI. The highest-ranked skill is assigned to the appropriate WI.

...

Field ID

Name

Type

Required

Notes

100201

Name

STRING(254)

True - Unique

Unique name of a Skill that will be used to select the skill assigned to a user via User Access.

23001

Workflow

REFERENCE (230 - Workflows)

True

Defines the workflow skills that should be applied.

42001

Request Type

REFERENCE (420 - Request Types)

True

Defines skills that must apply to the request type skills that should be applied.

100297

Node Name

STRING(254)

True

Defines the task node skills that should be applied.

84101

Skill Rarity

REFERENCE (841 - Skill Rarity)

True

Skill Rarity aims to deal Deals with bottleneck skills and floate work up assigns a WI to users that may have rare (specialized) skills while they are still processing the common-skilled WI in the stream. Rare-skilled WI will be delivered to a user with that rare skill before the common-skill WI.

110102

Skill Rank

NUMBER(38)

-

Applies a skill with the highest “Skill Rank” “Skill Rank” to a WI when there are multiple suitable skills for the WI. Skill Rank is a

110401

Task Due

NUMBER(38)

-

SLA field - number of business hours to complete the WI task (Micro SLA).

110403

Task Due Expedited

NUMBER(38)

-

SLA field - the expedited the number of business hours to complete the WI task. Should be smaller value than Task Due hours.

110402

Task Lead Time

NUMBER(38)

-

SLA field - target amount of time to complete the WI task. This value is subtracted from the Task Due time to set a Target Task Time. This helps users to avoid pulling the WI right at the time it is due. The main purpose of Target Task Time is to start a task with enough time to compete the task before the task SLA is due.

110404

Work Item Hours Due

NUMBER(38)

-

SLA field - number of business hours to complete all the WI tasks. (Macro SLA).

110406

Work Item Hours Due Expedited

NUMBER(38)

-

SLA field - expedited number of business hours to complete all the WI tasks (Macro SLA).

120204

SLA Same Day

TIME

-

SLA field - ignores Work Item Hours Due and Task Due times. The SLA field also sets SLA due to the same day at the specified time. If SLA Same Day is set to 3PM, then any work item created before 3PM, will have a due date of 3PM the same day. After 3PM, SLA is set to 3PM the next business day....

Varies

Additional Product Fields for Skill Matching

-

-

Default Product Fields that will be included for all clients. These fields are used for defining a skill in addition to the Request type.

+++

Docupace Client Defined Fields for Skill

-

-

Client can add additional fields to define skill recordsAdditional fields for defining skill records that are added by Docupace Clients. This field requires a CR Change Request to modify this domain and the Set Work Item Skill action by engineering.

...

Skill Rarity Domain defines and holds values for the Skill Priority Pyramid, which is provided below.

Field ID

Name

Type

Notes

100001

Name

STRING(50)

-

110102

Priority

Number(38)By design, there is not a record with a priority value = 1. It is reserved for individual work item escalation

Note

Attention: This value MUST be greater than 1 to allow individual work items to be escalated as needed.

User Access: Domain 300

The following field is stored in the User Access domain and allows assigning multiple skills to the appropriate user.

Field ID

Name

Type

Notes

84001

Skills

REFERENCE (840 - Skills)

This field aims to determine which narroes down the type of work items a user will pull from the Get Nextfrom Pool button.

Info

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 buttonInformation: When a user clicks the Get From Pool button, the system assigns WIs based on the user’s skills and the highest priority. Then, the system compares a skill assignment of the top-queued work item against the user list of the held provided skills. The system then assigns the highest priority / SLA of a WI that matches to the user.

...