Workload Distribution With Activity Primary Employees
(Doc ID 2354164.1)
Last updated on MARCH 06, 2019
Applies to:Siebel CRM - Version 18.104.22.168 [IP2013] and later
Information in this document applies to any platform.
On : 22.214.171.124 [IP2013] version, Assignment Manager
Workload Distribution (WLD) with Activities
The customer created a new Assignment Manager rule to assign new activities to a pool of candidates.
He would like that the activities will be assigned using a workload distribution rule, so their candidates will have approximately the same number of activities assigned.
He created a Workload distribution(WLD) as follows.
Name: "Numero Actividades Abiertas OC" with the following conditions:
Activity Class = 'FAC_019' -- it means only Activity with Class = GESTION RECOBRO.
Activity Status IN ('ES_001', 'Scheduled') -- it means Open or Scheduled.
So the WLD counts the number of activities with one Class type, and with Open or Scheduled status.
They versioned this rule and monitored it and observed one behaviour that represents a problem for them.
The WFD when counts, is considering the intertable S_ACT_EMP, as we could observe in AsgnSrvr log file:
FROM SIEBEL.S_EVT_ACT T0 ,
WHERE T0.SRA_TYPE_CD = 'FAC_019' AND
T0.EVT_STAT_CD IN ('ES_001', 'Scheduled') AND
T13.EMP_ID = ? AND
T0.ROW_ID <> ? AND
T13.ACTIVITY_ID = T0.ROW_ID
Imagine we have 2 candidates: A and B.
Today candidate A, is assigned to newly opened Activity1. So 1 record exists in S_ACT_EMP pointing to employee A. The primary owner(OWNER_PER_ID) is employee "A"
Later employee A logins to CallCenter and decide that he cannot continue working with this activity and assign to employee B. (new record is created in S_ACT_EMP pointing to employee "B").
The primary owner of the activity is "B".
Later, a new opened activity is created, and WLD will count, that Employee A has 1 activity assigned, when in fact, the activity is assigned to the employee: "B".
We would like to know how to configure the WL in order to use: S_EVT_ACT.OWNER_PER_ID.
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