Agent auto assignment using multiple selection criteria
Summarize
Summary of Agent Auto Assignment Using Multiple Selection Criteria
Agent auto assignment streamlines task allocation by assessing multiple selection criteria to determine the best-fit agent for a task. This process can incorporate both rating-based and time-based criteria, enhancing efficiency in assigning agents when a task is marked as "Ready for Work."
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Key Features
- Rating-Based Assignment: Agents are assigned based on calculated ratings that reflect their qualifications.
- Time-Based Considerations: When enabled, agent and task schedules are evaluated to ensure optimal match timing for task completion.
- Multi-Criteria Evaluation: The assignment process can consider various factors, including location, skills, and time zones, using a weighted calculation to determine the best candidate.
Key Outcomes
By implementing this auto assignment feature, organizations can expect:
- Improved task allocation accuracy, as agents are matched based on multiple relevant criteria.
- Increased efficiency in operational workflows, ensuring that tasks are handled by the most suitable agents available.
- Enhanced service delivery through timely and appropriate task assignments, leading to better customer satisfaction.
At its simplest, auto assignment involves identifying a set of selection criteria and automatically assigning the task to the agent who most closely meets the criteria. You can, however, select multiple sets of criteria, including both rating-based and time-based criteria.
- The ratings of an agent are calculated. If the Auto-selection of agents will
consider agent or task schedules configuration option is disabled for the
application, the ratings of an agent are used exclusively for auto-assigning an agent.
For more information on how the ratings are calculated, see:
- If the Auto-selection of agents will consider agent or task schedules configuration option is enabled, the schedules of the agents whose ratings are acceptable for auto-assignment are compared to the schedule for the task, and the agent with the best match is auto-assigned. For more information on time-based methods for auto-assigning agents, see:
Auto assignment is based on the following calculation:
(Criteria_1 rating x Criteria_1 weight) + (Criteria_2 rating x Criteria_2 weight) +
(Criteria_3 rating x Criteria_3 weight) / Number of criteria types used
Where:
- Number of criteria types used = 1, 2, or 3 depending on the location, skill, and time zone settings used.
- The Auto-selection of agents will consider location of agents configuration option is enabled for the application.
- The Auto-selection of agents requires them to have some of the required skills for the task configuration option is enabled for the application.
- The Skills Weight property is set to 10 for the application.
- The Location Weight property is set to 5 for the application.
- Agents A and B are available to perform a task, and the task requires four specific skills.
- The location of Agent A is 5 miles from the site of the task. Agent A possesses three of the four required skills.
- The location of Agent B is one-quarter mile from the site. Agent B possesses two of the required skills.
Auto assignment for the agents uses this calculation:
[(Location rating x Location weight) + (Skills rating x Skills weight)]/ 2
- The auto assignment calculation for Agent A is:
[(0.7 x 0.5) + (0.75 x 1)]/ 2 = 0.55 - The auto assignment calculation for Agent B is:
[(0.9 x 0.5) + (0.5 x 1)]/ 2 = 0.475
In this example, Agent A is auto assigned the task.