Siebel 8.

0 Essentials

Tailoring Assignment Manager Behavior

1 of 21

Module 44: Tailoring Assignment Manager Behavior

Module Objectives
To learn prioritizing rules and modifying the behavior of an

assignment object To understand the ways assignments rules can be tailored so as to developing effective rules

Tailoring Assignment Manager Behavior

3 of 21

Assignment Methodology

Refers to the steps followed by Assignment Manager to assign candidates to objects Simplified representation (does not contain all steps)
Identify rules that apply Identify a list of qualified candidates for the applicable rules Determine primary assignee and assign candidates

10

Tailoring Assignment Manager Behavior

4 of 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

Tailoring Assignment Manager Behavior

5 of 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 rule

Determines how to process the qualifying candidates for the rule

Tailoring Assignment Manager Behavior

6 of 21

Score Candidates
Scores can be defined for many parameters

A candidates score is the sum of the individual scores

Item Scored
Assignment Rule Criteria Criteria Values Candidate

Action
To add the score to the candidates total score when the candidate meets the rule criteria To rank criteria from the most important to the least important To rank criteria values from the most important to the least important To rank the best candidate from a group of qualified candidates

Workload distribution

To distribute workload across all candidates The higher the candidates current workload is, the lower his/her score is

Tailoring Assignment Manager Behavior

7 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)

Tailoring Assignment Manager Behavior

8 of 21

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

Tailoring Assignment Manager Behavior

9 of 21

Service Scenario
Assign service requests to the agents based on the service request

area and workload distribution Balance workload across candidates with workload distribution rules provided 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

Tailoring Assignment Manager Behavior

10 of 21

Calculating Scores for the Scenario

Workload score is calculated and added to the other scores for each

candidate
Service Request Area = Installation Employee Steven Nuram Gary Coby SR Area Installation Installation Installation Electrical Workload 6 4 8 5

Employee Steven Nuram Gary Coby

SR Area Score 15 15 15 0

Workload Score Score*[1- (Current Load/ Max Load)] 35*[1- (6/10)] = 14 35*[1- (4/10)] = 21 35*[1- (8/10)] = 7 0

Total Score 29 36 22

Nuram is assigned the 0 new SR

Tailoring Assignment Manager Behavior

11 of 21

Exclusive Rules
Rule prioritization is required to select candidates from a single

assignment rule when multiple assignment rules result in qualified candidates 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

Tailoring Assignment Manager Behavior

12 of 21

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, the

rule 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

Tailoring Assignment Manager Behavior

13 of 21

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

Tailoring Assignment Manager Behavior

14 of 21

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

Tailoring Assignment Manager Behavior

15 of 21

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

Tailoring Assignment Manager Behavior

16 of 21

Assignment Mode
Specifies how candidates are assigned when a rule assigns both

positions and organizations

Tailoring Assignment Manager Behavior

17 of 21

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

Tailoring Assignment Manager Behavior

18 of 21

Default Candidate
Is specified as properties of the Assignment Object definition

Default Employee Default Group Default Org Default Position

Tailoring Assignment Manager Behavior

19 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

Tailoring Assignment Manager Behavior

20 of 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

Tailoring Assignment Manager Behavior

21 of 21