Siebel CRM Assignment Manager Administration Guide Siebel Innovation Pack 2017, Rev. A E24725-01 |
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There are two methods for defining workload rules: using predefined workload rules or creating your own workload-rule definitions. This topic discusses how to use both options.
Siebel Assignment Manager provides a set of predefined workload rules that allows you to define workload distribution in assignment rules for employees, positions, or organization.
Table 5-21 lists the predefined assignment workload rules:
Table 5-21 Predefined Assignment Workload Rules
Workload Rule Name | Assignment Object |
---|---|
Critical Service Requests |
Service Request |
Excellent Leads |
Opportunity |
Open Opportunities |
Opportunity |
Total Open Service Requests |
Service Request |
Optionally, you can create your own workload rules. Use the following procedures to define assignment workload if you plan to create your own workload distribution rules.
(Optional) "Creating Assignment Workload Distribution Rules".
"Applying Assignment Workload Distribution to Employees, Positions, and Organizations".
If you prefer to create your own workload distribution rules, in lieu of using the predefined rules, then use the following procedure.
Note: When creating your own workload rules, keep in mind that performance might be affected if Assignment Manager is accessing a nonindexed column or retrieving the total number of records. |
This task an optional step in "Process of Defining Assignment Rules" and "Process of Defining Assignment Workload".
To create assignment workload distribution rules
Navigate to the Administration - Assignment screen, and then the Workload Distribution Rules view.
In the Workload Rules list, click New.
In the new record, click in the available fields to enter the relevant information for the workload rule.
In the Name field, type a name for the workload rule.
In the Objects to Be Assigned field, select the assignment object of the workload rule.
With the appropriate workload rule selected, in the Conditions view, click New.
In the new record, click in the available fields to enter the relevant information for the workload conditions.
In the Conditional Field field, select a value to define the workload condition.
The fields that are available depend on the assignment object selected in Step 3.
In the Comparison Operator 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. |
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 .
Tip: If the drop-down arrow does not appear when you select the Value field, then you must 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, then you must enter the physical row ID of the positions. |
Figure 5-12 shows an example of creating a workload rule called Example for the Account assignment object. The workload condition requires that the U.S. state for the account equal CA (for California).
You balance workload among candidates by adding workload distribution rules for employees and positions, and organization workload distribution rules for organizations. For example, if your business logic includes limits on the maximum amount of work that can be handled at one time, then you would apply assignment workload to your assignment rules.
The following tasks are one step in "Process of Defining Assignment Workload" and "Process of Defining Assignment Rules".
Use the following procedure when defining workload distribution for employees or positions.
To apply workload distribution to employees and positions
Navigate to the Administration - Assignment screen, and then the Assignment Rules List view.
In the Assignment Rules list, drill down on the assignment rule for which you want to define the workload criteria, and then click the Workload Distribution view tab.
In the Workload Distribution list, click New.
In the new record, click in the available fields and enter the relevant information.
Table 5-22 shows the available predefined fields.
Table 5-22 Workload Distribution Fields for Employees and Positions
Field | Description | Example |
---|---|---|
Workload Distribution Rule |
Name of the workload rule to apply to the assignment rule. |
Total Open Service Requests |
Assignment Object |
Type of assignment object related to this workload rule. |
Service Request |
Score |
Score to apply for this workload rule. For more information about workload scores, see "Process of Defining Assignment Workload". |
50 |
Required |
Determines whether the workload rule is required for the assignment rule. The choices are Always and Never. |
Always |
Maximum Workload |
The maximum workload allowed for this workload rule. For more information about how this value affects the workload score, see "Process of Defining Assignment Workload". |
2 |
Figure 5-13 shows an example of defining a workload distribution rule for employees and positions using values specified in Table 5-22.
Use the following procedure when defining workload distribution for organizations.
To apply workload distribution to organizations
Navigate to the Administration - Assignment screen, and then the Assignment Rules List view.
In the Assignment Rules list, drill down on the assignment rule for which you want to define workload criteria, and then click the Organization Workload Distribution view tab.
In the Organization Workload Distribution list, click New.
In the new record, click in the available fields and enter the relevant information.
Table 5-23 shows the available predefined fields.
Table 5-23 Workload Distribution Fields for Organizations
Field | Description | Example |
---|---|---|
Assignment Object |
Type of assignment object related to this workload rule. |
Opportunity |
Maximum Workload |
The maximum workload allowed for this workload rule. For more information about how this value affects the workload score, see "Process of Defining Assignment Workload". |
3 |
Required |
Determines whether the workload rule is required for the assignment rule. The choices are Always and Never. |
Always |
Score |
Score to apply for this workload rule. For more information about workload scores, see "Process of Defining Assignment Workload". |
10 |
Workload Distribution Rule |
Name of the workload rule to apply to the assignment rule. |
Excellent Leads |
Figure 5-14 shows an example of adding a workload criteria for organizations using values specified in Table 5-23.