Agent auto assignment using multiple selection criteria
Summarize
Summary of Agent Auto Assignment Using Multiple Selection Criteria
Agent auto assignment efficiently assigns tasks to agents based on multiple selection criteria, including both rating-based and time-based factors. This functionality helps ensure that the most qualified agent is chosen for each task, enhancing overall productivity and response times.
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Key Features
- Multiple Selection Criteria: You can utilize various criteria for auto-assigning tasks, such as agent ratings, schedules, location, skills, and time zones.
- Agent Ratings: Agents' ratings are calculated to determine their suitability for auto-assignment. If scheduling options are disabled, ratings are the sole basis for assignment.
- Schedule Comparison: When enabled, the system compares agent schedules with task schedules, facilitating the selection of the agent whose availability best matches the task.
- Calculation Method: The assignment process involves a calculation that combines ratings and weights for different criteria, ensuring a balanced approach to agent selection.
Key Outcomes
This auto assignment feature allows ServiceNow customers to:
- Streamline task assignments by automatically selecting the most suitable agent based on established criteria.
- Optimize resource allocation by considering both agent qualifications and availability.
- Reduce response times and improve service delivery through efficient task management.
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.