How Workload Distribution Applies Workload Scores to Candidates

Workload distribution applies a workload score to candidates based on their current workload. The workload score is calculated as follows:

Workload score = Score times (1 minus (current workload divided by maximum workload))

Note: The candidate's current workload excludes the workload of the current object being assigned.

Candidates with a lighter workload receive a higher score than candidates with a heavier workload. The workload score is then added to the candidate's score to generate a total score. Candidates that have workloads in excess of the maximum workload are eliminated from the assignment rule. This criterion prevents employees from being overloaded. Multiple workload distributions can be used for each assignment rule.

Note: As with criteria, workload distribution has a Required field, which functions in the same manner as it does for regular criteria.

The following figure shows a workload distribution rule for Critical Service Requests that:

• Adds 100 points to candidates with a workload of 0 items (100 times (1 minus (0 divided by 2)))

• Adds 50 points to candidates with a workload of 1 item (100 times (1 minus (1 divided by 2)))

• Adds 0 points to candidates with a workload of 2 items (100 times (1 minus (2 divided by 2)))

• Eliminates candidates with a workload of more than two items if the workload distribution rule is marked as Required