Associating Skills with Employees, Positions, and Organizations

You use skills to find the best matching candidates to assign to assignment objects. Skills can be associated with individual employees, positions, or organizations. During the assignment process, Siebel Assignment Manager identifies candidates that have the relevant skills for assignment to a particular item. For example, a service request requiring an agent who has expertise for a particular product is routed to someone who has that product expertise as a part of his or her skill set.

This task is a step in Process of Defining Assignment Rules.

You enable and configure skills at the criteria level by using Siebel Tools. For more information about defining criteria for skills, see Process of Defining Criteria Values as Skills with Expertise Codes and Weighting Factors.

Note: Assignment Manager caches employee, position, and organization skills when the Siebel Server is started. Every time rules are released, employee, position, and organization skills are updated and cached. If you want to automatically refresh employee, position, and organization skills at a periodic interval, then set the value of Refresh people skills interval (the MaxSkillsAge parameter for the Assignment Manager component) to the desired interval of update.