1. Assignment Manager Administration Guide
  2. Weighting Factors

Weighting Factors

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 Defining Weighting Factors for Expertise Codes.

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.