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 220.127.116.11.0 and later
Information in this document applies to any platform.
On : 18.104.22.168.0 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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