Siebel Call Center User Guide > Service Requests >

Assigning the Service Request

A service request is assigned to an agent after the details have been entered, and it has been determined that the issue cannot be resolved by the receiving agent.

There are two methods for assigning a service request:

Manually Assigning Service Requests

Service requests can be assigned to other agents who have the expertise to resolve the particular service issue. Service requests can also be reassigned to balance the workload among agents.

To assign a service request manually

  1. Navigate to the Service Requests screen, and from the Show drop-down list select All Service Requests.
  2. In the Service Requests list, select the service request.
  3. Click the More Info view tab, and in the Owner field, click the select button.
  4. From the Pick Service Request Owner dialog box, select the person to whom the request will be assigned, and then click OK.
  5. Save the record.

Using Assignment Manager to Assign Service Requests

The assign with assistance method requires an agent to use Assignment Manager. Assignment Manager automatically designates a customer service representative or call center agent based on skill level and availability.

To assign a service request with assistance

  1. Navigate to the Service screen, and from the Show drop-down list, select All Service Requests.
  2. In the Service Requests list, select the service request to assign.
  3. Click the More Info view tab, and in the More Info form, click the menu button and choose Assign.

    4. NOTE:  Assignment Manager either automatically assigns the service request to a representative or presents a list of potential assignees based on skills and other rating criteria. If the list of eligible assignees appears, select one and close the assignment window.

  4. In the Employees dialog box, query for the agent to whom the SR will be assigned, and click Assign.
  5. Save the record.

 Siebel Call Center User Guide 
 Published: 18 April 2003