Create or modify an Agent Efficiency determination rule
Create or modify an Agent Efficiency determination rule for work order tasks.
Before you begin
Role required: wm_admin, wm_dispatcher
About this task
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.
Procedure
Navigate to All > Agent Efficiency > Agent Efficiency Determination Rules.
Create or modify a determination rule.
- To create a new rule, select New.
- To modify a rule, select its name.
- On the form, fill in or modify the fields.
| 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.Note: This field appears only when Type is selected from Simple. |
| Agent efficiency criteria | The Agent Efficiency criterion to which the determination rule applies.Note: This field appears only when Type is selected from Simple. |
| Script | A script to define the determination rule details.Note: This field appears only when Type is selected from Advanced. |
- Select Submit.
Result
The determination rule is created.