Page Comparison

The purpose of Skill-based filtering Advanced Task Assignment is to provide an additional layer of filtering to assign work itemsWork Items. Thus, users receive the WI due to SLA ( Service-Level Agreement (SLA) with proper skills to complete the work itemWork Item, which is specifically set by the business preferences.

You The system can accomplish skillthe advanced-based task filtering by changing the behavior of the Get From Pool button while on the Dashboard. When a user clicks the Get From Pool button, the system compares the skill assignment of the top queued work item against that 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 to the user.In addition to assigning work items to users with required skills, the system also calculates SLA timings for the work item and the current work item task. The system sorts work items in a pool according to each work item’s priority and calculated Task Target Start Time. This allows the system to assign work items in an order that aligns with the target SLAWork Item with the highest priority and soonest SLA to the user.

_{The Skill Priority Pyramid}

Rw ui tabs macro

Rw tab

title	Escalation Methods for Work Items

There are two escalation methods for a Work Item ( WI): Expedited and Priority.

#

Escalation Method

Flow

Example

1

Expedited

Calculates target dates based on expedited SLA timings to move the WI through the process 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.

Image Removed Defining the Expedited escalation method

Image Added

_{Defining the Expedited escalation method}

2

Priority

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

To set the priority, perform the following action:

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

Image Removed Defining the priority level

Image Added

_{Defining the priority level}

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

Priority	Suggested Uses		Description
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: Only specific users are authorized to approve a WI of a certain amount. Only specific users 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.	Examples of rare skills include: 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.	Example skills include: Higher value transactions. Primary skill of a user with a limited workflow. bility 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.

Rw tab

title	Required Resources

Domain Elements

You can enable skill-based filtering 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 domain}

130048

Is Priority

Boolean

If the field is set to Yes, it will assign WI.Priority = 1 and prevent skills from changing.
If the field is set to No, it will set WI.Priority = 5 by default

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

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 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. It is used for reporting and tracking purposes only.

120010

Task Due Time

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

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.

8400169001

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.

8400269002

Suitable Skills

Troubleshooting

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

Skills: Domain 840

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.

Image Modified

_{Skills domain}

Image 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 skills that 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.

8410169101

Skill Rarity

REFERENCE (841 - Skill Rarity)

True

Deals with bottleneck skills and assigns a WI to users that may have rare (specialized) skills. 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” to a WI when there are multiple suitable skills for the WI.

110401

Task Due

NUMBER(38)

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

110403

Task Due Expedited

NUMBER(38)

-

SLA field - the expedited 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. The main purpose of Target Task Time is to start a 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.

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.

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

-

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

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

Skill Rarity: Domain

841

691

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

Field ID

Name

Type

Notes

Example

100001

Name

STRING(50)

-

Image Added

_{Skill Rarity domain}

110102

Priority

Number(38)

Note
Attention: Do NOT add a record with priority value = 1. It is 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
8400169001	Skills	REFERENCE (840 - Skills)	This field narrows down the type of work items a user will pull from the Get from Pool button.	Image RemovedImage Added _{Skills section in the User Access domain}

Tip

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

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

Then, the system compares

Compares a skill assignment of the top-queued work item against the provided skills

and assigns

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

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 the business your firm is open on the weekendweekends, add a weekend weekends as a holiday record as they are automatically excluded from the SLA calculations.

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.	Image 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

title	Application 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)

Versions Compared

Old Version 31

New Version Current

Key

Domain Elements

Work Item: Domain 209

Get From Pool Assignments: Domain 690

Skill Rarity: Domain

691

User Access: Domain 300

Holidays: Domain 390