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Skill-based filtering aims at providing 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).

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 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)

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

There are two escalation methods for a 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 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 select few may have knowledge.

  • Struggle items with heightened supervision or sensitivity.

  • Windfall transactions.

4

Uncommon Skills: Used for 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. Ideally, common skills make up the vast majority of your skills.

Skill Priority pyramid

Required Resources

Domain Elements

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

Work Item: Domain 209

Field ID

Name

Definition

130049

Expedited

This is a boolean field if set to "Yes" will use the Expedited SLA values found in the skills domain.

130048

Is Priority

This is a boolean field if set to "Yes" will assign WI.Priority = 1 and prevent skills from changing else if set to false will set WI.Priority = 5 by default and allow "Set Priority by Skills" action to set priority.

42401

Priority Level

Existing field. Ideally this should not be editable by user via UI. This defines the work item priority and is part of "Get from pool" 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 standard functionality set by transition in workflow. Used in calculating the Work Item SLA Due Date.

120015

SLA Due Date

This is the Work Item Due Date for completion through workflow. No functionality behind it, just for reporting and tracking purposes.

120010 

Task Due Time

This is the Work Item Task Due Date to be completed out of a task node. Should be calculated when work item enters each task node. No functionality behind it, just for reporting and tracking purposes.

120014 

Task Target Start Time

This is the Work Item Task Target Start Time. Should be calculated when work item enters each task node. Used in conjunction with Priority Level to define order of "Get from Pool"

84001

Skills

This is set by system calculation. Matches data elements of WI to fields in Skill domain. When matched, then skill is assigned to work item.

84002

Suitable Skills

Troubleshooting field that indicates all skills that matched current work item. Skill with highest rank is skill assigned to WI.

Skills: Domain 840

Field ID

Name

Type

Required

Notes

100201

Name

STRING(254)

True - Unique

Unique name of Skill that will be used to select a skill assigned to a user via User Access.

23001

Workflow

REFERENCE (230 - Workflows)

True

Defines workflow skill should be applied.

42001

Request Type

REFERENCE (420 - Request Types)

True

Defines request type skill should be applied.

100297

Node Name

STRING(254)

True

Defines task node skill should be applied.

84101

Skill Rarity

REFERENCE (841 - Skill Rarity)

True

Skill Rarity is designed to help deal with bottleneck skills and float work up to users that may have rare (specialized) skills while they are still processing common skilled work items in the stream. Rarer skilled work items will be delivered to a user with that rare skill before a work item with a common skill.

110102

Skill Rank

NUMBER(38)


When a work item has multiple suitable skills, the skill with the highest "Skill Rank" will be applied to the work item.

110401

Task Due

NUMBER(38)


SLA field - the number of business hours to complete the work item task (Micro SLA)

110403

Task Due Expedited

NUMBER(38)


SLA field - the expedited number of business hours to complete the work item task. Should be smaller value than Task Due hours.

110402

Task Lead Time

NUMBER(38)


SLA field - should be the target amount of time to complete the work item task. This value is subtracted from the Task Due time to set target task time. This is so users do not pull the work item right at the time it is due. Intention is to start task with enough time to compete the task before the task SLA is due.

110404

Work Item Hours Due

NUMBER(38)


SLA field - the number of business hours to complete all work item tasks. (Macro SLA)

110406

Work Item Hours Due Expedited

NUMBER(38)


SLA field - the expedited number of business hours to complete all work item tasks. (Macro SLA)

120204

SLA Same Day

TIME


SLA field - Ignores Work Item Hours Due and Task Due times and sets the SLA due to same day at 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 in addtion to Request type to define a skill.

+++

Client Defined Fields for Skill



Client can add additional fields to define skill records, but requires a CR to modify this domain and the "Set Work Item Skill" action by engineering.

Skill Rarity: Domain 841

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

Note: By design, there is not a record with a priority value = 1. (It is reserved for individual work item escalation.)


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

This field below is added to the User Access domain and allows multiple skills be assigned to the user.

Field ID

Name

Type

Notes

84001

Skills

REFERENCE (840 - Skills)

Used in determining which work items a user will pull from "Get from Pool" button.

Holidays: Domain 390

This domain defines holidays that the business is closed.

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

To exclude an 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 and end business time fields as needed.

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)

Calculated by system. (End Business Time minus Start Business Time)

130094

Falls on the weekend

Boolean

Calculated by system using "Holiday Date"

Application Preferences

To set the start and end of normal business hours to calculate SLA. Set the numeric field in the following application preferences:

  • Business hours started (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

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

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

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


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