...
The purpose of Advanced Task Assignment is to provide an additional layer of filtering to assign Work Items
...
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)
...
. 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.
The Skill Priority Pyramid
Rw ui tabs macro | ||||
---|---|---|---|---|
There are two escalation methods for a |
...
WI |
...
: Expedited and Priority.
|
...
|
...
|
...
|
...
|
...
Skill priority is subdivided into five levels. They are the following:
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
Domain Elements |
...
You can enable Advanced Task Assignment with help of the following domain elements. Work Item: Domain 209
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
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
...
|
...
|
...
|
...
Get From Pool Assignments: Domain 690
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
|
...
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)
...
|
...
|
...
|
...
|
...
|
...
|
...
Skill Rarity: Domain |
...
691Skill Rarity Domain defines and holds values for the Skill Priority Pyramid |
...
.
|
...
|
...
|
...
User Access: Domain 300The following field is stored in the User Access domain and allows assigning multiple skills to the appropriate user.
|
...
|
...
|
...
|
...
|
...
|
...
|
...
Holidays: Domain 390This domain defines the holidays when a business is closed.
|
...
|
...
To exclude the entire day from SLA calculations:
To enter a half-day:
|
...
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
...
|