Assignment Manager: Assign Only One Activity Per User
(Doc ID 2313165.1)
Last updated on OCTOBER 02, 2017
Applies to:Siebel Assignment Manager - Version 15.10 [IP2015] and later
Information in this document applies to any platform.
Requirement: For every new activity created, assignment manager should dynamically assign it to an employee. An employee should only be assigned to one open activity. Assignment Manager should not assign a new activity to the same employee until the previously assigned activity has been closed.
For this requirement, we tried to utilize Workload Distribution from Assignment Manager, however, the maximum workload we defined is not applied per user. Instead, it is being applied to the whole set of employees defined in the Employee Candidate.
Here's the sample scenario that we encountered during testing:
1. There are 3 employees defined in the Employee Candidate. The Maximum Workload value is '1'.
2. A new activity (Activity 1) is created, the Assignment Mgr (AM) rules are evaluated. All 3 employees passed the rule. Employee 1 is assigned to the activity.
3. A new activity (Activity 2) is created again, the AM rules are evaluated. All 3 employees passed the Criteria rule, but failed the Workload Distribution Rule because the max workload is already reached (1). Default assignee (SADMIN) is assigned to the activity.
Please advise if we can configure Workload Distribution Rule to meet our requirement.
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