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Defining Assignment Workload

This topic explains how to create workload rules and define workload criteria. For more information on workload criteria, see About Assignment Workload Criteria. Optionally, you can also create workload rules that can be used in workload criteria. After you have created your workload rules (or you can use the predefined workload rules instead), you can define workload criteria in assignment rules for employees, positions, or organizations.

The tasks in this topic are one step in Process of Defining Assignment Rules. You must first create the workload rules and then define workload criteria for employees, positions, and organizations.

To create workload rules

1. From the application-level menu, choose Navigate > Site Map > Administration - Assignment > Workload Distribution Rules.

   NOTE:  If you plan to use the predefined workload rules, skip to Step 4.

2. In the Workload Rules list, click New.
3. In the new record, click in the available fields to enter the relevant information for the workload rule.
   1. In the Name field, type a name for the workload rule.
   2. In the Assignment Object field, select the assignment object of the workload rule.

      The following table shows the predefined workload rules:

      Workload Rule Name	Assignment Object
      Excellent Leads	Opportunity
      Critical Service Requests	Service Request
      Open Opportunities	Opportunity
      Total Open Service Requests	Service Request

      NOTE:  The workload rule's assignment object must match the assignment rule's assignment object; otherwise, the assignment workload criteria is ignored or a runtime error occurs (dependent on the assignment rule assignment object's Ignore Extra Attributes runtime parameter setting).

4. With the appropriate workload rule selected, in the Workload Conditions view, click New.
5. In the new record, click in the available fields to enter the relevant information for the workload conditions.
   1. In the Field field, select a value to define the workload condition.

      The fields that are available depend on the assignment object selected in Step 3.

   2. In the Comparison field, select a comparison method.

      NOTE:  When specifying values for the comparison operands (LIKE, NOT LIKE, IN, NOT IN, and BETWEEN), the Value field must be in a form that the underlying database expects. For more information about operands, see Siebel Developer's Reference.

   3. In the Value field, select a value with which you want to compare the workload condition.

      The values that are available depend on the workload condition selected in Step 3.

      NOTE:  If the drop-down arrow does not appear when you select the Value field, you need to enter an appropriate value. For example, if you are creating a workload rule for an Opportunity object and using Position Id as the workload condition, you need to enter the physical ROW_ID of the positions.

NOTE:  If the assignment object selected for the workload criteria is team-based, workload criteria using this workload rule should be associated with an assignment rule only if the workload rule object has the team table (or owner field) referenced by one of its workflow components.

Figure 22 shows an example of creating a workload rule called Example for the Account assignment object. The workload condition requires that the account state equal CA.

Figure 22.  Creating Workload Rules

To define workload criteria for employees and positions

1. Drill down on the assignment rule for which you want to define workload criteria (Navigate > Site Map > Assignment Rules List), and then click the Workload Distribution view tab.
2. In the Workload Distribution list, click New.
3. In the new record, click in the available fields and enter the relevant information.

Table 26 shows the available predefined fields.

Figure 23 shows an example of defining a workload criteria for employees and positions using values specified in Table 26.

Figure 23.  Example of Defining Workload Criteria for Employees and Positions

To define workload criteria for organizations

1. Drill down on the assignment rule for which you want to define workload criteria (Navigate > Site Map > Assignment Rules List), and then click the Organization Workload Distribution view tab.
2. In the Organization Workload Distribution list, click New.
3. In the new record, click in the available fields and enter the relevant information.

Table 27 shows the available predefined fields.

Figure 24 shows an example of adding a workload criteria for organizations using values specified in Table 27.

Figure 24.  Example of Defining Workload Criteria for Organizations