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How to make "Severity" ahead of "Age" when picking up next SR? (Doc ID 2496980.1)

Last updated on SEPTEMBER 09, 2020

Applies to:

Oracle Fusion Engagement Cloud Service - Version and later
Information in this document applies to any platform.


On : version, Service Requests

SR Work Assignment - How to make "Severity" ahead of "Age" when picking up next SR to assign ?

Per doco :

Oracle Engagement Cloud Implementing Service in Engagement Cloud
Release 13 (update 18C)

On page 54, we have :
Assignment of Work: Explained

Work assignment in an automatic queue is done based on the following aspects:

• Agent capacity
• Availability of the agent
• Presence of the agent
• Severity of the work item
• Age of the work item

If the Queue has only 1 Agent and his Capacity is 1.

If there are 2 unassigned SRs in the queue with :

SR 1 - Severity = Low, Age = 100 days
SR 2 - Severity = Medium, Age = 1 day

Which SR will be assigned to the Agent ?
Could we make SR 2 assigned to the agent ahead of SR 1 as it has a higher severity even it has a younger age ?


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