Workflow Action: Skills Name

Workflow Action: Skills Name

Overview

The Skills Name component works in conjunction with an Enter Queue component.

The Skills Name component will calculate the skill level of all users that are specified in the Enter Queue that follows the Skills Name component.

Based on the skill specified, when the workitem enters the queue, the system will route it to the highest skilled users that are logged in and available.

The skill can be specified either by entering the name of the skill or by a predefined variable.

  • Note: If a variable is not used, then the skill name specified must be contained in single quotes.
  • Example: To enter a skill called Spanish, it would be entered as: ‘Spanish’
  • To enter the skill as a variable that would have been assigned earlier in the workflow, it would be entered as: workitem.data.language

Configuration Options

Name The name assigned to this component
Description Enter a description for the component
Skill Name Enter the skill name or a predefined variable that contains the name of the skill.
Mandatory Skill If enabled, the user must have the skill. If disabled, then the skill is considered optional.
Condition Type If the condition returns true, then the Action will be performed. If condition returns false, then the Action will not be performed. If there is no condition specified, the Action will always be performed.

Mandatory Skill set to OFF

  • The workitems will be offered to the agent that has the highest value of the skill specified in this section first.
  • Even if the agent does not have the specified skill they can still receive workitems if all other agents are busy.

Mandatory Skill set to ON

  • The workitems will be offered to the agent that has the highest value of the skill placed in this section first.
  • If the agent does not have the specified skills they will NOT receive workitems as this skill is mandatory.

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