Configure assignment workbench
The assignment workbench uses configurable criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking. Managers can view these results and click one button to assign a task.
Before you begin
Role required: csm_guided_setup_user or admin
About this task
There are three types of matching criteria available for selection:
- Simple match
- Aggregate
- Scripted
After creating matching criteria, create a configuration for the assignment workbench by creating a matching rule of the type Selection criteria and selecting the desired matching criteria.
If necessary, set the assignment workbench properties.
Procedure
Navigate to All > Customer Service > Administration > Guided Setup.
On the Getting Started page of the guided setup, click Get Started.
In the Case Management category, view the list of tasks to configure the feature.
Task Description Create assignment workbench matching criteria The assignment workbench uses configurable matching criteria, such as skills and availability, to evaluate agents in a selected group and provide an overall ranking. To create matching criteria, select the type and then use the fields related to that type to build the query. Create an assignment workbench configuration After creating matching criteria, create a configuration for the assignment workbench by creating a matching rule of the type Selection criteria and selecting the desired matching criteria. Configure assignment workbench properties Configure the properties related to the assignment workbench display. To perform a task, click Configure.
This button opens the page in your instance where the configuration is completed.
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