Skill-based filtering aims

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

(WI) at the right time to the right users with proper skills. The process of filtering skills helps users to complete WIs regarding a 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 WIs in the correct order to meet the target SLA set by individual business needs.

Skill-based filtering works by changing behavior with help

. 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

user dashboard. Once you click

Dashboard. When a user clicks the Get From Pool button, the system compares

a

the user's list of held skills against the skill assignment of the top

-queued work item against the user list of the held skills.
Then, the system assigns a WI to the user in case there is a match.

Escalation Methods for Work Item (WI)

With help of the WI priority, users receive WI in the appropriate order regarding SLA.

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

title	Escalation Methods for Work Items

There are two escalation methods for a WI: Expedited and Priority.

#	Escalation Method

Description

Flow	Example
1	Expedited	Calculates

WIs

target dates based on expedited SLA

times and moves

timings to move the WI through the process

in

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 Added

_{Defining the Expedited escalation method}

2

Priority

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

the

faster processing time.

To set the priority, perform the following action:

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

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:

:Might be one or two people that

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

one or two people

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.

They are

Examples of rare skills include:

New product launch where only a

select

few specialists may have the appropriate knowledge.
Struggle

items

Items with heightened supervision or sensitivity. Windfall transactions.
4	Uncommon Skills

:

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

They are

Example skills include:

Higher value transactions.
Primary skill of a user with

the limited workload but the ability

a limited workflow. Ability to do common skills when primary work is exhausted.
5	Common Skills

:

Baseline priority

. Ideally,

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

Image Removed

Rw tab

title	Required Resources

Domain Elements

For completing skill-based filtering, there are the required domain elements. For more information, view the following charts

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

field.

If the field is set to

Yes, it

:

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.

Image Added

_{Work Items 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 the Set Priority by Skills action to set the priority

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

field.

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

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

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 functionalities

purposes only.
120010	Task Due Time

Work 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 functionalities

	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

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 from Pool.

84001

Skills

Set of system calculations. This set

	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.

84002

69002

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.

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

(254)

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 Added

_{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

request type

skills that

should be applied

must apply to the Request Type.
100297	Node Name	STRING

(254)

True

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

84101

69101

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.

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 - 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, such as Product Type, Internal Replacement, Anticipated Premium Minimum, or others).
+++	Docupace Client Defined Fields for Skill

Client can add additional fields to define skill records. This field requires a CR

-

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

841

691

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

, which is provided below

.

Field ID	Name	Type	Notes	Example
100001	Name	STRING(50)	-	Image Added _{Skill Rarity domain}
110102	Priority	Number(38)		Image Added _{Skill Rarity domain}

By design, there is not

Note
Attention: Do NOT add a record with

a

priority value = 1. It is

reserved for individual work item escalation

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

84001

69001

Skills

REFERENCE (840 - Skills)

This field

aims to determine which

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

Image 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:

Assigns WIs based on the user’s skills and the highest priority.
Compares a skill assignment of the top-queued work item against the provided skills.
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

Note
Warning: Weekends are automatically excluded from the SLA calculations

and must be added in as the holiday record if the business is open on the weekend

.

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.	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

(PT)

Actions

Action

Sets Field Value

Logic

Set Work Item Skill

Work Item.Skill

Work Item.Workflow = Skills.Workflow
Work Item.Task Node = Skills.Node Name
Work Item.Request Type = Skills.Request Type
Work Item.Contract Folder.Resident State = Skills.Resident State
Work Item.Contract Folder.Producer Code = Skills.Producer Code
Work Item.Contract Folder.Product Name = Skills.Product Name
Work Item.Contract Folder.Suitability Level = Skills.Suitability Level
Work Item.Contract Folder.With Money = Skills.With Money
Work Item.Contract Documents.SUM(Check Amount) <= Skills.Check Amount Max

Set Priority by Skills

Work Item.Priority

Code Block

If Match between WI and Skills Domain then
    Work Item.Priority = WorkItem.Skills.Skills Rarity.Priority
else no match then
    Work Item.Priority = 5 (Or if default app preference is available, use that.)
End If

Set Work Item SLA Due Date by Skill

Work Item.SLA Due Date

Code Block

If Match between WI and Skills Domain then
    If Skills.SLA Same Day Is Not Null then
        If TimePart(Work Item.SLA Start Time 209.120008) < Skills.SLA Same Day then
            Work Item.SLA Due Date = Today @ Skills.SLA Same Day
        else WI SLA after Skill Same Day SLA
            Work Item.SLA Due Date = Next Business day (not including Holidays) @ Skills.SLA Same Day
        end if
    else
        If "Expedited" Then 
            Work Item.SLA Due Date = addBusinessHours(SystemTime, Skills.SLA Business Hours Due Expedited)
        else not "Expedited" then
            Work Item.SLA Due Date = addBusinessHours(SystemTime, Skills.SLA Business Hours Due)
        end if
    end if
else no match then
    Work Item.SLA Due Date = addBusinessHours(SystemTime, Application Preference.Default SLA Business Hours)
End If

Set Work Item SLA Due Date by Skill Expedited

Work Item.SLA Due Date

Set Work Item SLA Dates by Skill

Work Item.SLA Task Due Date

Work Item.SLA Task Target Start Date

Code Block

If Match between WI and Skills Domain then
    If Skills.SLA Same Day Is Not Null then
        If TimePart(Work Item.SLA Start Time) < Skills.SLA Same Day then
            Work Item.SLA Due Date = Today @ Skills.SLA Same Day
            Work Item.SLA Target Start Date = Today @ Skills.SLA Same Day
       else WI SLA after Skill Same Day SLA
            Work Item.SLA Due Date = Next Business day (not including Holidays) @ Skills.SLA Same Day
            Work Item.SLA Target Start Date = Next Business day (not including Holidays) @ Skills.SLA Same Day
       end if
    else
        If "Expedited" Then 
            Work Item.SLA Due Date = addBusinessHours(SystemTime, Skills.SLA Business Hours Due Expedited)
            Work Item.SLA Target Start Date = addBusinessHours(SystemTime, Skills.SLA Business Hours Due Expedited - Skills.SLA Business Hours Lead Time)
        else not "Expedited" then
            Work Item.SLA Due Date = addBusinessHours(SystemTime, Skills.SLA Business Hours Due)
            Work Item.SLA Target Start Date = addBusinessHours(SystemTime, Skills.SLA Business Hours Due - Skills.SLA Business Hours Lead Time)
        end if
    end if
else no match then
    Work Item.SLA Due Date = addBusinessHours(SystemTime, Application Preference.Default SLA Business Hours)
    Work Item.SLA Target Start Date = addBusinessHours(SystemTime, Application Preference.Default SLA Business Hours - Application Preference.Default SLA Business Hours Lead Time)
End If

Set Work Item SLA Dates by Skill Expedited

Work Item.SLA Task Due Date

Work Item.SLA Task Target Start Date

Pacific Time (PT)

Versions Compared

Old Version 5

New Version Current

Key

Escalation Methods for Work Item (WI)

Domain Elements

Work Item: Domain 209

Get From Pool Assignments: Domain 690

Skill Rarity: Domain

691

User Access: Domain 300

Holidays: Domain 390

Actions

Page Comparison

Versions Compared

Old Version 5

New Version Current

Key

Escalation Methods for Work Item (WI)

Domain Elements

Work Item: Domain 209

Get From Pool Assignments: Domain 690

Skill Rarity: Domain

691

User Access: Domain 300

Holidays: Domain 390

Actions