Auto determination of assignment group in HR Service Delivery Agent Workspace
Auto determine the assignment group for a case in HR Service Delivery Agent Workspace. Enable an HR agent to transfer the case to the correct assignment group rather than having to spend significant time manually identifying groups for the HR cases.
Important:
This feature is available with the HR Professional and HR Enterprise
packages when you activate HR Service Delivery
Agent Workspace and Predictive Intelligence applications. If you do not want to use this feature, disable the
sn_hr_core.case_auto_assignment system property.
After a case is created, the Auto Assignment Group for HR Cases solution definition auto
determines the assignment group from the Short description, Description, Opened for Title, Opened
for Location Name, HR service of the case. The appropriate assignment group for the case is
displayed in a banner.
Important:
The banner is not displayed if:
- You have manually assigned the case to an assignment group.
- The assignment group is not identified for the case.
- The case is not in the ready or draft state.
Auto training the predictive model
By default the Auto Assignment Group for HR Cases solution definition is configured and the
predictive model is auto trained when all the following conditions are met:
- The Human Resources Scoped App: Workspace (com.sn_hr_agent_workspace) plugin is installed.
- The Predictive Intelligence (com.glide.platform_ml) plugin is installed.
- There are 10000 records of HR case study matching the filters defined in the solution definition.
- The glide.platform_ml.auto_training.enabled system property is set to true.
Note:
Auto training does not happen if any one of the preceding conditions is not met. In
such a case, Manually train the HR predictive model. Navigate to the
HR AI configuration module, open the Case Assignment group record, and
map the manually configured solution definition.