Workload Distribution With Activity Primary Employees

(Doc ID 2354164.1)

Last updated on JANUARY 29, 2018

Applies to:

Siebel CRM - Version 8.1.1.11 [IP2013] and later
Information in this document applies to any platform.

Symptoms

On : 8.1.1.11 [IP2013] version, Assignment Manager

ACTUAL BEHAVIOR

Workload distribution 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 Schedulled.

So the WLD counts the number of activities with one Class type, and with Open or Schedulled 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:


SELECT COUNT(*)
  FROM SIEBEL.S_EVT_ACT T0 ,
  SIEBEL.S_ACT_EMP T13
  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.

 

Cause

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