Skill-based filtering aims to provide an additional layer of filtering to assign Work Items (WIs) at the appropriate time to the appropriate users with proper skills. The process of filtering skills helps users to complete Work Items (WIs) regarding the service-level agreement (SLA).

Information: In addition to assigning WIs to the correctly skilled users, the system also calculates SLA timings for a 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 are assigned with 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 are assigned with WIs in the appropriate order regarding SLA.

There are two escalation methods for a Work Item (WI):

Escalation Method	Description
Expedited	Calculates WIs based on expedited SLA times and moves the WI through the process in a shorter time frame.
Priority	Moves a WI to the front of all other non-priority WIs for the faster processing time.

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

Priority	Suggested Uses
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 are authorized to approve a WI of a certain amount. Only one or two people 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: 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. They are: Higher value transactions. Primary skill of a user with the limited workload but the 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.

Required Resources

Domain Elements

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

Work Item: Domain 209

Field ID	Name	Definition
130049	Expedited	Boolean field. If the field is set to Yes, it will use the Expedited SLA values found in the skills 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, it will set a WI.Priority = 5 by default and allow the Set Priority by Skills action to set the priority.
42401	Priority Level	Existing field. Is uneditable by a user via UI. This field defines the WI priority and is part of the Get Next logic. Note: Barcode Mapping and Document Type Work Item Priority can interfere with priority assignment from skills.
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	Work Item Due Date for completion through the workflow. The main purpose is reporting and tracking without any other additional functionalities.
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.
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 Next.
84001	Skills	Set of system calculations. This set 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	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

Field ID	Name	Type	Required	Notes
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.
23001	Workflow	REFERENCE (230 - Workflows)	True	Defines the workflow skills that should be applied.
42001	Request Type	REFERENCE (420 - Request Types)	True	Defines the request type skills that should be applied.
100297	Node Name	STRING(254)	True	Defines the task node skills that should be applied.
84101	Skill Rarity	REFERENCE (841 - Skill Rarity)	True	Skill Rarity aims to deal with bottleneck skills and floate work up 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” 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.
...	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.
+++	Client Defined Fields for Skill	-	-	Client can add additional fields to define skill records. This field requires a CR to modify this domain and the Set Work Item Skill action by engineering.

Skill Rarity: Domain 841

Skill Rarity Domain defines and holds values for the Skill Priority Pyramid, which is provided below.

Field ID	Name	Type	Notes
100001	Name	STRING(50)	-
110102	Priority	Number(38)	By design, there is not a record with a priority value = 1. It is reserved for individual work item escalation.

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
84001	Skills	REFERENCE (840 - Skills)	This field aims to determine which work items a user will pull from the Get Next button.

Info: Skill-based filtering works by changing behavior with help of the Get Next button on the user dashboard. Once you click the Get Next button, the system compares a skill assignment of the top-queued work item against the user list of the held skills. The system then assigns the highest priority/ SLA of a WI that matches to the user.

Holidays: Domain 390

This domain defines the holidays when a business is closed.

Note: Weekends are automatically excluded from the SLA calculations and must be added in as a holiday record if the business is open on the weekend.

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
120101	Holiday Date	DATE	Date of the holiday.
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.

Application Preferences

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

Business hours started (PT)
Business hours ended (PT)

Overview of Skill-Based Filtering