Reverse matching

Reverse matching uses the same matching rules to match tasks to a resource rather than resources to a task.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, and admin

About this task

The resource matching engine can match resources and tasks in two ways:

• Forward: matches resources for a task
• Reverse: matches tasks for a resource

The same matching rule can be used for both forward and reverse matching.

Procedure

• In the Customer Service Management application, you can use reverse matching to determine which call the next available agent should take.

• Reverse matching returns a list of case sys_ids instead of user sys_ids.

  When using reverse matching, you can also limit the cases returned to a specific set. The following example shows how to use reverse matching.

  MatchingRuleProcessor.processAndGetCandidates(resource, taskLimit, "sn_customerservice_case", "reverse", false, [<array of cases to consider>])