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Assignment Manager Scores Not Calculated Properly When Expertise Code And Weighting Factor Is Defined And Multiple Workspaces Exist (Doc ID 2969859.1)

Last updated on AUGUST 24, 2023

Applies to:

Siebel Assignment Manager - Version 22.8 and later
Information in this document applies to any platform.

Symptoms

Assignment Scores not calculated properly when Expertise code is defined on the object. Scores are calculated as '0' although related log says "Attributes values matched".

The rules works as expected if expertise code is not defined for a Skill on the Object.

The issue can be reproduced at will using the steps below:

1- Logon to the Application and from Administration- Assignment, configure an Assignment Rule:

Name: SN Expertise Rule
Objects to be Assigned: Activity


2- Assignment Criteria:

Rule Criteria       Comparison Method          Inclusion Required
=================================================
Activity Type   Compare to Object              Include Always
Product          Compare Object to Person    Include Always   Score: 10

Values
Activity Type: Assessment
Product: Penalty Charges Expertise Code: Intermediate


3- Employee Candidates:

Employees:
Employee Proxy
Guest ERM
Queue Universal

Assignment Skills
Skill: Product

Assignment Skill Items:

Employee Proxy:
Product: Penalty Charges
Expertise: Intermediate

Guest ERM:
Product: Penalty Charges
Expertise: Novice

Queue Universal:
Product: Penalty Charges
Expertise: Expert


4- From Administration - List of Values, locate the  LOV "EXPERTISE_CD and set "Weighting Factor":

* Expert, Score = 10
* Intermediate, Score = 5
* Novice, Score = 2


5- In the Database, run the SQL below to check on the LOV Values per Workspace ID - Note that there are 2 Workspaces in this example:

SELECT CREATED, LAST_UPD, NAME, TYPE, VAL, WS_INACTIVE_FLG, ACTIVE_FLG, WS_ID, WS_MAX_VER, WEIGHTING_FACTOR
FROM SIEBEL.S_LST_OF_VAL
WHERE TYPE = 'EXPERTISE_CD' AND ACTIVE_FLG = 'Y';

CREATED   LAST_UPD  NAME            TYPE                     VAL,            WS_INACTIVE_FLG  ACTIVE_FLG  WS_ID     WS_MAX_VER WEIGHTING_FACTOR
01-JAN-80 17-MAY-23 Novice           EXPERTISE_CD      Novice          N                           Y                  1@1        10000              2
01-JAN-80 01-JAN-80 Novice           EXPERTISE_CD      Novice          N                            Y                  1-4WCN  10000            (null)
01-JAN-80 17-MAY-23 Intermediate EXPERTISE_CD      Intermediate  N                           Y                  1@1       10000             5
01-JAN-80 01-JAN-80 Intermediate EXPERTISE_CD      Intermediate  N                           Y                   1-4WCN 10000           (null)
01-JAN-80 17-MAY-23 Expert          EXPERTISE_CD      Expert           N                           Y                   1@1       10000             10
01-JAN-80 01-JAN-80 Expert          EXPERTISE_CD      Expert            N                          Y                    1-4WCN 10000           (null)

SELECT * from SIEBEL.S_WORKSPACE
1@1 - MAIN
1-4WCN - int_siebel_update


6- Go to Activities View, create Activity record with Type: Assessment and click on Skill Item Tab. Create Skill and Service Activity Skill Item records with below field values:

Skills
Item : Product

Service Activity Skill Item
 Product : Penalty Charges
 Expertise : Intermediate
 Category : MUST HAVE


7- In the menu option click "Assign" - No Candidates are displayed

Changes

Configure "Weighting Factor" for LOV EXPERTISE_CD

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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