Posted: 14 Jan 2019 21:39 EST Last activity: 16 Jan 2019 3:25 EST
Routing Assignment Automatically
I want to know about routing option "ToLeveledGroup" what's router supposed to be? I've once try that in experimental page and it can route to the operator in work basket based on their minimum job availabilty but, when I try it in another page, it just route to the same operator. After that, I saw that their access group is roled as manager in previous case while in this new case is roled as user (case that route only to the same operator). Can you please give me some advise about this and how to manage kind of this problem?
***Edited by Moderator Marissa to update platform capability tags****
Supports load balancing within a work group. It finds operators in the work group who hold the required skills and are available. From those, chooses the operator who has the least urgent work.
The isAvailable call verifies if given the effort estimate and the goal time and my days off, do I have enough time to complete this work? . If the goal time is already passed, the operator will not have enough time to complete the work and the pickBalancedOperatorfunction will return false under this circumstance.
Hi, actually the case has been work properly in the new page. I just forgot to change the requirement in the routing assignment, I just added in one assignment while it supposed to be both of related assignment.
The problem now is I have 2 stage, 1st is initiation and 2nd is verification. In the initiation we just input some information and then in stage verification the case will be route to the operator randomly based on their availability, and then there's a SLA (service level agreement) in the assignment in verification stage and this made the case route to the same operator over and over. When the SLA is deleted, it route to the all operator randomly based on their minimum job available.
for example: there's an operator such opt.A, opt.B, opt.C, opt.D and opt.E. Opt.C is the manager, and the rest is staff. While using SLA, the case will be route to the Opt.C as always when we create the case, but when we deleted the SLA, it can be start with any operator that has minimum job availability.
How can this happen? Do you know how to solve this?
How about we increase the goal time set in the SLA of the assignment? Because if the system decides that the goal time has already passed, then it would assign the case to the manager, rather than the designated worker from the work group.
I don't mind with the default goal time set for SLA, what's matter here is why using SLA makes routing case only to the one operator repeatedly. If I disabled the SLA the case route randomly to the all of operator based on their availability. do you know why this is happen?
It routes the case to the manager of the work group when the system decides that no operator can finish the assignment within the goal time. Please consider the operator's time zone and the business days and the SLA's goal time as these two can affect the routing process.
Posted: 2 years ago
Posted: 16 Jan 2019 3:25 EST
Subramanyam Kopparam (SUBRAMANYAM-1)
Principal Cloud Development Engineer