module 46 tailoring assignment manager behavior
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Siebel 8.0 Essentials
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Module 44: Tailoring Assignment Manager Behavior
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Module Objectives
To learn prioritizing rules and modifying the behavior of anassignment object
To understand the ways assignments rules can be tailored so as to
developing effective rules
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Assignment Methodology
Refers to the steps followed
by Assignment Manager toassign candidates to objects
Simplified representation
(does not contain all steps)
Identify rules that apply
Identify a list of qualifiedcandidates for the applicable
rules
Determine primary assignee
and assign candidates
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Identify the Rules that apply
Assignment Manager finds active assignment rules for evaluation for
the object being assigned
No active rules found for the assignment object, default assignees are
assigned
Eliminates rules that fail the Compare to Object criteria
Example: Value of Required field determines if rule qualifies
Multiple rules may survive
Always:Rule qualifies if and only if Area = Usage
Never: Rule qualifies irrespective of the area
When Available:Rule qualifies if area not specified or
Area = Usage
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Identify Qualified Candidates
For each assignment rule that satisfies, Assignment Manager
determines a list of candidates relevant to the assignment rule
Evaluates the candidates specified in the rule using criteria: Compare to Person/Organization
Compare Object to Person/Organization
Scores each candidate
Applies the Assignee Filter
A score of 30 is assigned
to the candidate once he
passes the ruleDetermines how to process
the qualifying candidates for
the rule
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Score Candidates
Scores can be defined for many parameters
A candidates score is the sum of the individual scores
Item Scored Action
Assignment Rule To add the score to the candidates total score
when the candidate meets the rule criteria
Criteria To rank criteria from the most important to theleast important
Criteria Values To rank criteria values from the most important to
the least important
Candidate To rank the best candidate from a group of
qualified candidatesWorkload distribution To distribute workload across all candidates
The higher the candidates current workload is,
the lower his/her score is
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Applying the Assignee Filter
Assignment manager applies the assignee filter to scored candidates
to generate a list of potential assignees
For team-based assignment, the highest-scoring qualifying candidate
from the highest-scoring rule is made primary
Rule may optionally identify the primary explicitly
Will be assigned as primary (total score = 55)
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Workload Distribution
Assignment Manager provides a set of predefined workload rules that
allows you to define workload distribution in assignment rules Is used to distribute work among qualified candidates
Prevents individuals from being overloaded with work
Consists of:
Workload Distribution Rule
Maximum Workload
Score
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Service Scenario
Assign service requests to the agents based on the service request
area and workload distribution
Balance workload across candidates with workload distribution rulesprovided as:
Assign a computed score to candidates based on:
Maximum Workload: the maximum number of service requests that a
candidate should own at any time
Score: the weight assigned to workload in comparison to other criteria
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Calculating Scores for the Scenario
Workload score is calculated and added to the other scores for each
candidate
Service Request Area
= Installation
Employee SR Area Score Workload Score
Score*[1- (Current Load/ Max Load)]
Total Score
Steven 15 35*[1- (6/10)] = 14 29Nuram 15 35*[1- (4/10)] = 21 36
Gary 15 35*[1- (8/10)] = 7 22
Coby 0 0 0
Employee SR Area Workload
Steven Installation 6
Nuram Installation 4
Gary Installation 8
Coby Electrical 5
Nuram is assigned the
new SR
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Exclusive Rules
Rule prioritization is required to select candidates from a single
assignment rule when multiple assignment rules result in qualifiedcandidates for the same object
Rules can be marked exclusive to prioritize them
Results in only the qualified candidates from that rule being assigned
All rules are first evaluated and scored as before
Exclusive rule must first pass and have qualifying candidates
Set flag to make rule
exclusive
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Multiple Exclusive Rules
When several exclusive rules have qualifying candidates, the rule with
the highest scoring candidate prevails
Keep qualifying assignees from only that rule
When two or more exclusive rules tie for highest score, none of the
rules prevail
Only the default candidate is assigned
Design exclusive rules carefully to avoid such behavior
If no exclusive rule exists or none of the exclusive rules passed, therule with the highest score is the primary assignment rule
If more than one rule has the same highest score, then the rule with
the lowest row ID is used as the primary assignment rule
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Sequencing Rules
Provides a means for you to prioritize the rules that apply to any given
assignment object by order of importance Limits the number of rules that Assignment Manager processes for assignment
Rules within a rule group can be sequenced to prioritize them
Rules are processed in the ascending order of their sequence numbers
The rules with no specified sequence number are considered to have a
sequence number of 0 and are evaluated first
Rule first evaluated
Two rules evaluated next
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Sequencing Rules
Assignment Manager pauses after evaluating rules with a given
sequence number Stops if an assignment can be made
Otherwise, continues to rules with next higher sequence number
Permit hierarchical assignment strategies
For example:
Assign opportunity first to a qualifying local office If not, then to a district office
If not, then to a regional office
If not, then to headquarters
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Runtime Behavior of Assignment Manager
Is determined by the Assignment object definition
Is located in the repository
Is configured individually for each assignment object using Siebel Tools
Reads Assignment object from repository tables (not the repository
file) at run time
No need to compile the Assignment object itself
Can deploy a modified Assignment object at run time
Assignment object is a child of
Workflow Policy object definition
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Assignment Mode
Specifies how candidates are assigned when a rule assigns both
positions and organizations
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Default Candidate
Is a predefined position/employee who is assigned in the following
situations:
Conflict between two rules with same score
Assigns candidates for both rules and assigns the default candidate to the
team
Makes default candidate the primary for team-based assignments
Conflict between two exclusive rules with the same score
Assigns default candidate to the team as primary Rules do not identify any candidates to assign
Assigns default candidate to the team as primary
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Default Candidate
Is specified as properties of the Assignment Object definition
Default Employee Default Group
Default Org
Default Position
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Keep Creator
If this property is set to TRUE, Assignment Manager keeps the creator
of the record on the team regardless of which rules pass
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Module Highlights
Assignment methodology refers to the steps followed by Assignment
Manager to assign candidates to objects Workload rules can be used to distribute work among qualified candidates
Multiple assignment rules may exist for the same assignment object
Rules can be prioritized by marking a rule as exclusive
Run-time behavior of Assignment Manager is specified by the
configuration of the assignment object
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