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Defining Weighting Factors for Expertise Codes

Weighting factors for expertise codes apply only to skills and are global; after they are defined, assignment criteria share the same set of weighting factors for expertise codes. Weighting factors weigh expertise codes by applying a specified percentage to the skill score. Table 25 shows sample weighting factors that can be used for the three types of predefined expertise codes.

Table 25. Sample Weighting Factors for Expertise Codes
Expertise Code
Weighting Factor
Percentage of Skill Score

Novice

2

If skill is matched, adds 40% of score for the skill (or criteria value)

Intermediate

5

If skill is matched, adds 100% of score for the skill (or criteria value)

Expert

3

If skill is matched, adds 60% of score for the skill (or criteria value)

In this example, candidates with an intermediate expertise for the matched skill are favored over other candidates, because they receive 100% of the skill score. This may be desired if your organization has many more service representatives with an intermediate expertise than service representatives with an expert expertise. In this case, you make sure that service requests that require only an intermediate expertise are assigned to service representatives with an intermediate expertise.

NOTE:  Use weighting factors to adjust relative scoring for expertise; do not define separate criteria and scores for different expertise levels.

If you use weighting factors to weigh the expertise codes, candidates with different expertise receive different scores. For example, if you use the weighting factors described in Table 25 and the expertise code defined in Figure 16:

• Candidates who possess an intermediate-level expertise in the modem product skill receive 20 points and qualify for this criterion.
• Candidates who possess an expert-level expertise receive 10 points and qualify for this criterion.
• Candidates who possess a novice-level expertise fail this criteria (because an expertise level of intermediate or better is required), and fail the assignment rule (because the criterion is required).
• Candidates who possess an intermediate-level expertise are therefore favored, because they receive a higher score.

This task is a step in Process of Defining Criteria Values as Skills with Expertise Codes and Weighting Factors.

Weighting factors for expertise codes are stored in—and can be modified, added to, or deleted from—the Administration - Data screen > List of Values view.

To define weighting factors for expertise codes

1. Navigate to the Administration - Data screen > List of Values view.
2. Display the list of values of type EXPERTISE_CD.
1. In the List of Values list, click Query.
2. In the Type field, click the select button.
3. In the Pick Value Type dialog box, query for EXPERTISE_CD, click Go, and then click OK.
4. In the List of Values list, click Go to complete the query.
3. For each of the resulting display values (default values are Novice, Intermediate, and Expert), click in the Weighting Factor field and type in a numerical value.

The numerical value you type in this field, relative to the maximum weighting value defined, represents the percentage applied to the skill score.

TIP:   If the Weighting Factor field is not visible when the List of Values appear, use the Columns Displayed feature to make it visible (right-click, select Columns Displayed, use the arrows to move Weighting Factor from Available Columns to Selected Columns, and then click Save).

Figure 17 shows an example of defining the weighting factors for the default expertise codes using the values listed in Table 25.