The purpose of Skill Based Filtering is to provide an additional layer of filtering to assign work items at the right time to meet SLA's to users with proper skills to complete the work item. This is accomplished by changing the behavior of the "Get From Pool" button on the user dashboard. When the button is pressed, the system will compare the skill assignment of the top queued work item against the user's list of held skills and assign the work item to the user if there is a match.
In addition to assigning work items to correctly skilled users, the system also calculates SLA timings for the work item and the current work item task. The sort order of the work items in a pool is then determined by the work item priority and the calculated Work Item's Task Target Start Time, so users are getting work items in the correct order to best meet target service-level agreement SLA) set by the business needs.
The Skill Priority Pyramid
Information: In addition to assigning WIs to the correctly skilled users, the system also calculates timings for a WI and the current WI task. Work Items are sorted by the WI priority and calculated Target Start Time of Work Item's Task. Users are assigned WIs in the correct order according to the SLA.