Create or modify an Agent Efficiency determination rule

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Create or modify an Agent Efficiency determination rule for work order tasks.

    Antes de Iniciar

    Role required: wm_admin, wm_dispatcher

    Por Que e Quando Desempenhar Esta Tarefa

    An Agent Efficiency determination rule automatically assigns Agent Efficiency criteria to a qualified work order task. Intelligent Task Recommendation uses Agent Efficiency determination rules to recommend the best-suited tasks for an agent.

    Procedimento

    1. Navigate to All > Agent Efficiency > Agent Efficiency Determination Rules.
    2. Create or modify a determination rule.
      • To create a new rule, select New.
      • To modify a rule, select its name.
    3. On the form, fill in or modify the fields.
      Tabela 1. Agent efficiency determination rule
      Field Description
      Name Name of the rule.
      Application Application to which the rule applies. This field is automatically set to Global and cannot be modified.
      Type The type of the determination rule.
      • Simple: A simple determination rule using one or more filter conditions.
      • Advanced: A determination rule that uses a script.
      Active Activates the determination rule.
      Source table The table to which this determination rule applies.
      Order The priority for the determination rule. Determination rules with lower order values are applied first.
      Condition One or more conditions to determine the work order tasks to which this determination rule applies.
      Nota:
      This field appears only when Type is selected from Simple.
      Agent efficiency criteria The Agent Efficiency criterion to which the determination rule applies.
      Nota:
      This field appears only when Type is selected from Simple.
      Script A script to define the determination rule details.
      Nota:
      This field appears only when Type is selected from Advanced.
    4. Select Submit.

    Resultado

    The determination rule is created.

    O que Fazer Depois

    Assign an Agent Efficiency value to agents