Module 46 Tailoring Assignment Manager Behavior

7/30/2019 Module 46 Tailoring Assignment Manager Behavior

1/21

1 of 21Tailoring Assignment Manager Behavior

Siebel 8.0 Essentials


2/21

Module 44: Tailoring Assignment Manager Behavior


3/21


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


4/21


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

1

2

3

4

5

6

7

8

9

10


5/21


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


6/21


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


7/217 of 21

Tailoring Assignment Manager Behavior

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


8/218 of 21


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)


9/219 of 21Tailoring Assignment Manager Behavior

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



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



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



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



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



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



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



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



Assignment Mode

Specifies how candidates are assigned when a rule assigns both

positions and organizations



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



Default Candidate

Is specified as properties of the Assignment Object definition

Default Employee Default Group

Default Org

Default Position


20/2120 of 21


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


21/21


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

Module 46 Tailoring Assignment Manager Behavior

Documents

Transcript of Module 46 Tailoring Assignment Manager Behavior