Part 1: Overview of Advanced Task Assignment
- Nataliia Plakhtii (Deactivated)
- Mercedes Rothwell
The purpose of Advanced Task Assignment is to provide an additional layer of filtering to assign Work Items. 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.
Escalation Methods for Work Items
There are two escalation methods for a WI: Expedited and Priority.
Expedited
Calculates target dates based on expedited SLA timings to move the WI through the process 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.
Priority
Moves a WI to the front of all non-priority WIs for faster processing time.
To set the priority, perform the following action from the Priority Level and select the preferred priority for the WI.
Skill priority is subdivided into five levels. They are the following:
Priority | Suggested Uses | |
|---|---|---|
1 | Priority 1 | Reserved for escalation of individual WIs. The escalation of individual WI:
|
2 | Unique Skills | Exists for WIs with the established bottlenecks in the skilled resources. There are the following prerequisites:
|
3 | Rare Skills | These should be for skills that are out of the norm or temporarily scarce. Examples of rare skills include:
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4 | Uncommon Skills | Used for time-sensitive items or items of importance. Example skills include:
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5 | Common Skills | Baseline priority. The common skills make up the vast majority of your skills. |
Domain Elements to Configure
You can enable Advanced Task Assignment with the help of the following domain elements.
Work Item: Domain 209
Field ID | Name | Field type | Definition |
|---|---|---|---|
130049 | Expedited | Boolean | If the field is set to:
|
130048 | Is Priority | Boolean |
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 | 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 logic. 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 | This is standard functionality 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. It is used for reporting and tracking purposes only. |
120010 | Task Due Time | 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 | 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. |
69002 | Suitable Skills | Troubleshooting | This field indicates all skills that have matched the current WI. The highest-ranked skill is assigned to the appropriate WI. |
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 |
|---|---|---|---|---|
100201 | Name | STRING | 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. |
23001 | Workflow | REFERENCE (230 - Workflows) | True | Defines the workflow skills that should be applied. |
42001 | Request Type | REFERENCE (420 - Request Types) | True | Defines skills that must apply to the Request Type. |
100297 | Node Name | STRING | True | Defines the task node skills that should be applied. The task node determines how the WI is processed. |
69101 | Skill Rarity | REFERENCE (841 - Skill Rarity) | True | Deals with bottleneck skills and assigns a WI to users that may have rare (specialized) skills. 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. |
110404 | Work Item Hours Due | NUMBER(38) | - | SLA field - number of business hours to complete all the WI tasks. |
110406 | Work Item Hours Due Expedited | NUMBER(38) | - | SLA field - expedited number of business hours to complete all the WI tasks. |
120204 | SLA Same Day | TIME | - | SLA field - ignores Work Item Hours Due and Task Due times. The SLA field also sets SLA for 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 | - | - | Additional fields for defining skill records that are added by Docupace Clients. Tip: To modify this domain and the Set Work Item Skill action by engineering, you need a Change Request. |
Skill Rarity: Domain 691
The Skill Rarity Domain defines and holds values for the Skill Priority Pyramid.
Field ID | Name | Type | Notes |
|---|---|---|---|
100001 | Name | STRING(50) | - |
110102 | Priority | Number(38) |
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 |
|---|---|---|---|
69001 | Skills | REFERENCE (840 - Skills) | This field narrows down the type of work items a user will pull from the Get from Pool button. |
Holidays: Domain 390
This domain defines the holidays when a business is closed.
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 as |
130094 | Falls on the weekend | Boolean | Calculated by the system using Holiday Date. |
Application Preferences
Business Hours
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 Pacific Time (PT)
Order of Assignment
Set User SLA Start Time for Get Task From Pool to True to cause the system to grab the Work Item with the closest SLA start Date/Time.