Evaluation of Activity Skill Rules

As part of the appointment booking process, activity skill rules are evaluated as follows:

1. The customer service representative navigates to the Activities screen, then the Schedule view.

2. The customer service representative creates an activity record, populates the necessary fields, and then clicks the Book Appointment, Insert Activity, or Update Activity button.

3. All active skill rules are evaluated.

4. For the rules with met criteria, the skills and category are sent to Oracle Real-Time Scheduler 2.x.

   Categories include Must Have, Must Not Have, Pref Have, and Pref Not Have. For more information about these categories, see the documentation for Oracle Real-Time Scheduler 2.x in About Documentation for Oracle Real-Time Scheduler 2.x.

5. The lowest-ranked rules are evaluated before evaluating the next higher-ranked rule. If the criteria for the lower-ranked rule is met, then the higher-ranked rule is not evaluated.

6. Any skills that you manually enter in the Activity Assignment Skills view are appended to the skills obtained from the rules evaluation and sent to Oracle Real-Time Scheduler 2.x.