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Skill-based filtering aims to provide 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 Work Items (WIs) regarding the service-level agreement (SLA).

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 Work Item (WI) priority, users receive WI 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 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.

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

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 Skill that will be used to select the skill assigned to a user via User Access.

23001

Workflow

REFERENCE (230 - Workflows)

True

Defines workflow skills that should be applied.

42001

Request Type

REFERENCE (420 - Request Types)

True

Defines request type skills that should be applied.

100297

Node Name

STRING(254)

True

Defines 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 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.
Then, the system assigns a WI to the user in case there is a match.

Holidays: Domain 390

This domain defines holidays when a business is closed.

Note: Weekends are automatically excluded from the SLA calculations and must be added in as the 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)


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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