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Siebel Assignment Manager Administration Guide > Assignment Rule Administration > Process of Defining Criteria Values as Skills with Expertise Codes and Weighting Factors > Defining Weighting Factors for Expertise CodesWeighting 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. 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:
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
Figure 17 shows an example of defining the weighting factors for the default expertise codes using the values listed in Table 25. Related Topics |
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