Siebel CRM Assignment Manager Administration Guide Siebel Innovation Pack 2017, Rev. A E24725-01 |
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Siebel Assignment Manager provides predefined skills, expertise codes, and weighting factors. These optional building blocks allow you to determine the criteria that you want to evaluate for each candidate to make sure that potential candidates possess the proper skill set to handle the task.
A skill is an attribute associated with a person, organization, or base table row. Assignment Manager can perform assignments based on skills by associating the skills with employee, position, and organization candidates. For example, if an employee speaks English and Spanish, then language is the skill he or she possesses, and English and Spanish are the skill items. Employee, position, and organization skills are used to store skills possessed; the skill tables for objects are used to store skills required. Assignment Manager uses skill tables to do skill matching by comparing the skills on the object with the skills of an employee, position, or organization to determine who passes the rule.
The Siebel Business Applications provide predefined skills, however, you can create new skills using Siebel Tools. You enable and configure skills at the criteria level using Siebel Tools. After skills are enabled, Assignment Manager matches skills based on the assignment criteria comparison method in the same manner in which other attributes are matched. Assignment Manager applies scores and other filters to find the best candidate after a match is made.
Expertise codes define an employee's expertise level for a particular skill item. For example, an employee might have an Expert level expertise in networking products but only a Novice level expertise in printer products. You apply expertise codes to skills to eliminate underqualified candidates. Assignment Manager uses expertise codes to match an assignment object to people.
After you select an expertise code for a skill, Assignment Manager matches assignment rules based on the assignment criteria comparison method. Table 5-14 shows the different results based on those methods.
Table 5-19 How Assignment Rules Are Matched Based on Expertise Code and Comparison Methods
If the Criteria Comparison Method Is … | Then the Assignment Rule Passes if the … |
---|---|
Compare to Object |
Skill's expertise code is equal to, or higher than, the object's expertise code. |
Compare Object to Person |
Candidate's expertise code is equal to, or higher than, the object's expertise code. |
Compare Object to Organization |
Organization's expertise code is equal to, or higher than, the object's expertise code. |
Compare to Person |
Candidate's expertise code is equal to, or higher than, the skill's expertise code. |
Compare to Organization |
Organization's expertise code is equal to, or higher than, the skill's expertise code. |
For more information about assignment criteria comparison methods, see "Assignment Criteria Comparison Methods".
Optionally, you can apply weighting factors to expertise codes. Although you can use expertise codes to eliminate underqualified candidates, using weighted expertise codes allows you to weigh skill scores to find the most suitable candidate by further eliminating overqualified candidates. For example, you might not want to assign an expert to a service request that can be handled by a novice.
Using weighted expertise codes allows you to prevent assigning objects to overqualified candidates by applying a weight to the skill score. Each expertise code has a defined value, which is its weighting factor. The expertise code with the highest defined weighting factor represents the maximum weighting factor (Max Weighting Factor).
The weighting applied to a skill or criteria score is the percentage defined by an expertise code's weighting factor over the maximum weighting factor. For an example, see Table 5-20.
Weighted scores are calculated differently based on the comparison method chosen for the assignment rule:
For the Compare to Person, Compare to Object, and Compare to Organization comparison methods, the weighted score is determined as follows:
Score = Criteria Score + Skill Score times (Weighting Factor divided by Max Weighting Factor)
For the Compare Object to Person and Compare Object to Organization comparison methods, because neither of these comparison methods can define skill scores, the weighted score is determined as follows:
Score = Criteria Score times (Weighting Factor divided by Max Weighting Factor)
Note: When you are using the Compare Object to Person or the Compare Object to Organization comparison method, weighting factors are applied only if the expertise code is defined for both the object assignment skill item and the candidate skill item. If the expertise code is not defined for both, then the weighting factors are excluded. |
Assignment Manager applies the weighted skill scores and other scores to find the most suitable candidate when a match is made.