Skill-based filtering aims to assign Work Items (WIs) at the appropriate time to users with the appropriate 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 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.
Escalation Methods for Work Items
There are two escalation methods for a Work Item (WI):
Escalation Method | Description |
---|---|
Expedited | Calculates target dates based on expidited SLA times to move the WI through the process within 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 | Description | |
---|---|---|---|
1 | Priority 1 | Reserved for escalation of individual WI. | The escalation of individual WI:
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2 | Unique Skills | Exist for WIs with the established bottlenecks in the skilled resources. There are the following prerequisites:
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3 | Rare Skills | These should be for skills that are out of norm or temporarily scarce. They are:
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4 | Uncommon Skills | Used for the time-sensitive items or items of importance. They are:
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5 | Common Skills | Baseline priority: the common skills make up the vast majority of your skills. |
Required Resources
Domain Elements
You can enable skill-based filtering with 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 Yes, it will use the Expedited SLA values found in the skills domain. |
130048 | Is Priority | Boolean | If the field is set to Yes, it will assign WI.Priority = 1 and prevent skills from changing. If the field is set to No, it will set WI.Priority = 5 by default and his overwrites the “Set Priority By Skills” action. Setting priority by skills sets a priority for a WI. |
42401 | Priority Level | Existing | Is uneditable by a user via UI. 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. |
120008 | SLA Start Time | Existing | 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 | 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. |
84001 | 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. |
84002 | Suitable Skills | Troubleshooting | 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 | 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 skills that must apply to the request type. |
100297 | Node Name | STRING | True | Defines the task node skills that should be applied. |
84101 | 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 for the WI. Skill Rank is a |
110401 | Task Due | NUMBER(38) | - | SLA field - number of business hours to complete the WI task. |
110403 | Task Due Expedited | NUMBER(38) | - | SLA field - the expedited 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. The main purpose of Target Task Time is to start a 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. |
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 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. |
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. |
+++ | Docupace Client Defined Fields for Skill | - | - | Additional fields for defining skill records that are added by Docupace Clients. This field requires a Change Request 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 Skill Priority, which is provided below.
Field ID | Name | Type | Notes |
---|---|---|---|
100001 | Name | STRING(50) | - |
110102 | Priority | Number(38) | Attention: This value MUST be greater than 1 to allow individual work items to be escalated as needed. |
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 narroes down the type of work items a user will pull from the Get from Pool button. |
Information: When a user clicks the Get From Pool button, the system assigns WIs based on the user’s skills and the highest priority. Then, the system compares a skill assignment of the top-queued work item against the provided skills. The system then assigns the highest priority 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: |
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)