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The purpose of Advanced Task Assignment is to provide an additional layer of filtering to assign Work Items

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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 WIs in the correct order to meet the target SLA set by individual business needs.

Escalation Methods for Work Item (WI)

With help of the Work Item (WI) priority, users receive WI in the appropriate order regarding SLA.

. Thus, users receive the WI due to Service-Level Agreement (SLA) with proper skills to complete the Work Item, which is specifically set by the business preferences.

The system can accomplish the advanced-task filtering by changing the behavior of the Get From Pool button on the Dashboard. When a user clicks the Get From Pool button, the system compares the user's list of held skills against the skill assignment of the top queued Work Items. Then, if there is a match, the system assigns the Work Item with the highest priority and soonest SLA to the user.

Image Added

The Skill Priority Pyramid

Rw ui tabs macro
Rw tab
titleEscalation Methods for Work Items

There are two escalation methods for a

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WI

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: Expedited and Priority.

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Escalation Method

Flow

Example

...

1

Expedited

Calculates

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target dates based on expedited SLA

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timings to move the WI through the process

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within a shorter time frame.

To set the expedited escalation method, perform the following action:

  • From Expedited, select:
    - No to disable calculating the target dates based on expedited SLA timings.
    - Yes to enable calculating the target dates based on expedited SLA timings.

Defining the Expedited escalation methodImage Added

Defining the Expedited escalation method

2

Priority

Moves a WI to the front of all other non-priority WIs for

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faster processing time.

To set the priority, perform the following action:

  • From Priority Level, select the preferred priority for the WI.

Defining the priority levelImage Added

Defining the priority level

Skill priority is subdivided into five levels. They are the following:

Priority

Suggested Uses

Description

1

Priority 1

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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

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Exist for WIs with the established bottlenecks in the skilled resources.

There are the following prerequisites:

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  • Only specific users are authorized to approve a WI of a certain amount.

  • Only

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  • specific users are authorized to perform the task such as check writing.

3

Rare Skills

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

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Examples of rare skills include:

  • New product launch where only a

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  • few specialists may have the appropriate knowledge.

  • Struggle

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  • Items with heightened supervision or sensitivity.

  • Windfall transactions.

4

Uncommon Skills

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Used for the time-sensitive items or items of importance.

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Example skills include:

  • Higher value transactions.

  • Primary skill of a user with

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  • a limited workflow. Ability to do common skills when primary work is exhausted.

5

Common Skills

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Baseline priority

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The common skills make up the vast majority of your skills.

Rw tab
titleRequired Resources

Domain Elements

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You can enable Advanced Task Assignment with help of the following domain elements.

Work Item: Domain 209

Field ID

Name

Field type

Definition

Example

130049

Expedited

Boolean

...

If the field is set to

...

:

  • Yes. The field will use the Expedited SLA values found in the skills domain.

  • No. The filed will disable the Expedited SLA values found in the skills domain.

Work Items domainImage Added

Work Items domain

130048

Is Priority

Boolean

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  • If the field is set to Yes, it will assign

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  • WI.Priority = 1 and prevent skills from changing.

  • If the field is set to

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  • No, it will set

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  • WI.Priority = 5 by default

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Note: When the field is set to No, the “Set Priority By Skills” is overwritten. Setting priority by skills sets a priority for a WI.

42401

Priority Level

Existing

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Is uneditable by a user via UI from the client’s side (except Docupace admins). This field defines the WI priority and is part of the Get

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from Pool logic.

Info

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

120008

SLA Start Time

Existing

...

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.

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It is used for reporting and tracking

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purposes only.

120010 

Task Due Time

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Existing

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

120014 

Task Target Start Time

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Work 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.

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84001

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Skills

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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.

69001

Skills

Existing

Is a system of calculations. This 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.

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69002

Suitable Skills

Troubleshooting

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

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130103

With Money

Boolean

The field can be set to Yes with an action on the workflow when a check or other money is attached to the WI. This field can be used to assign different skills or SLA’s to the WI.

Get From Pool Assignments: Domain 690

Field ID

Name

Type

Required

Notes

Example

100201

Name

STRING

...

True - Unique

Unique name of a Skill that will be used to select the skill assigned to a user via User Access. For more information, view Move User Access/User Preferences to User Settings.

Skills domain where you can find filed namesImage Added

Skills domain

Request Type field in the Skills domainImage Added

Request Type field in the Skills domain

23001

Workflow

REFERENCE (230 - Workflows)

True

Defines the workflow skills that should be applied.

42001

Request Type

REFERENCE (420 - Request Types)

True

Defines

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skills that

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must apply to the Request Type.

100297

Node Name

STRING

...

True

Defines the task node skills that should be applied. Task node dedicates how the WI is processed.

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69101

Skill Rarity

REFERENCE (841 - Skill Rarity)

True

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Deals with bottleneck skills and

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assigns a WI to users that may have rare (specialized) skills

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. 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

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Skill Rankto a WI when there are multiple suitable skills for the WI

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110401

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Task Due

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NUMBER(38)

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

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110403

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Task Due Expedited

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NUMBER(38)

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

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110402

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Task Lead Time

...

NUMBER(38)

...

.

110404

Work Item Hours Due

NUMBER(38)

-

SLA field - number of business hours to complete all the WI tasks

...

.

110406

Work Item Hours Due Expedited

NUMBER(38)

-

SLA field - expedited number of business hours to complete all the WI tasks

...

.

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.

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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, such as Product Type, Internal Replacement, Anticipated Premium Minimum, or others).

+++

Docupace Client Defined Fields for Skill

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-

-

Additional fields for defining skill records that are added by Docupace Clients.

Tip

Tip: You need a Change Request to modify this domain and the Set Work Item Skill action by engineering.

Skill Rarity: Domain

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691

Skill Rarity Domain defines and holds values for the Skill Priority Pyramid

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.

Field ID

Name

Type

Notes

Example

100001

Name

STRING(50)

-

Skill Rarity domainImage Added

Skill Rarity domain

110102

Priority

Number(38)

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Note

Attention: Do NOT add a record with

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priority value = 1. It is

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excluded from this domain to allow users to escalate individual work items 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

...

Example

69001

Skills

REFERENCE (840 - Skills)

This field

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narrows down the type of work items a user will pull from the Get

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from Pool button.

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Skills section in the User Access domainImage Added

Skills section in the User Access domain

Tip

Tip: When a user clicks the Get From Pool button, the system performs the following actions:

  1. Assigns WIs based on the user’s skills and the highest priority.

  2. Compares a skill assignment of the top-queued work item against the

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  1. provided skills.

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  1. Assigns the highest priority of a WI to the preferred user

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  1. .

Holidays: Domain 390

This domain defines the holidays when a business is closed.

...

Note

Warning: Weekends are automatically excluded from the SLA calculations

...

.

Tip

Tip: If your firm is open on weekends, add weekends as a holiday record.

To exclude the entire day from SLA calculations:

  • Set the Start business time and End business time fields to the same value.

To enter a half-day:

  • Set the Start business time and End Business time fields as required.

Field ID

Name

Type

Notes

Example

120101

Holiday Date

DATE

Date of the holiday.

Holidays domainImage Added

Holidays domain

120202

Start Business Time

Time

-

120203

End Business Time

Time

-

100201

Name of Holiday

String(254)

-

110183

Number of Business Hours

Number(38)

This value is calculated by the system in the following way:
End Business Time minus Start Business Time.

130094

Falls on the weekend

Boolean

Calculated by the system using Holiday Date.

Rw tab
titleApplication Preferences
Info

Information: To set the Start / End of normal business hours for calculating SLA, set the numeric field in the following application preferences:

  • Business hours started Pacific Time (PT)

  • Business hours ended Pacific Time (PT)