Part 1: Overview of Advanced Task Assignment

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.