Release Assignment Rules Siebel

This topic gives one example of how to create assignment rules for a service organization. You may use this feature differently, depending on your business model.

Use the following strategy to develop assignment rules for your service organization:

  • Determine the different assignment objects to be assigned.

    Service organizations need to assign ownership of a wide variety of tasks. These tasks may include service requests, activities, and accounts. In addition, a product development organization may need to assign ownership of product defects to engineers. For instance, you may decide to assign only service requests and product defects, because the associated activities are manually assigned by owners of those objects.

  • Determine if multiple assignment objects are assigned using the same assignment rules.

    Multiple assignment objects can be assigned using the same assignment rules. For example, if you are assigning accounts and service requests in the same manner, you can use the same assignment rules by associating those rules with multiple assignment objects.

  • For each assignment object, determine which of the objects is assigned using the same assignment rules.

    The Compare to Object comparison method allows you to assign different groups of objects using different rules. Typically, complex service environments assign different groups of service requests using different rules, such as segmenting the service requests based on service request priority.

  • Determine the strategy for each group of objects to be assigned using the same assignment rules.

    Use the skill criteria to minimize the number of assignment rules. One assignment rule can match different candidates to various objects based on the object characteristics and candidate skills. To determine optimal assignment, determine the criteria that you want to evaluate for each candidate to make sure that the candidate possesses the proper skills to handle the task. These criteria would be the primary type of criteria you would use most frequently for implementing assignments in a customer service environment. These criteria are defined using the Compare Object to Person comparison method in the Assignment Criteria view.

  • Define workload rules.

    Determine the various methods of calculating workloads for employees in your organization. Each workload rule is associated with a specific assignment object. For instance, you can define two workload rules to calculate:

    • Open Service Requests for an employee
    • Critical Service Requests submitted through Siebel eService
  • Define assignment rules, assignment criteria, assignment criteria values, and assignment workloads.

    Using the strategy, rules, and criteria discussed previously, define the assignment rules and the corresponding detail using assignment administration views. In defining rules, criteria, values, and workloads, you can specify scores for each component. These scores are aggregated in determining the total score for each candidate of an assignment rule.

  • Define static and dynamic candidates.

    For static candidates, use the assignment rule Employee, Position, or Organization Candidates view (or use the All People value in the Person Candidates Source field or the All Organizations value in the Organization Candidates Source field) to define eligible employees for assignment. For dynamic candidates, choose the appropriate value from the Person Candidates Source field.

    You may further restrict or weight employees who have different skills using the Compare to Person assignment criteria.

  • Define employee skills.

    After the assignment rules and the corresponding details have been defined, a customer service manager must update the employee skill information (such as product expertise, language skills, and geography). Assignment Manager uses these attributes when evaluating Compare to Person and Compare Object to Person assignment criteria.

  • Release assignment rules.
  • In the Assignment Rules view, click the Release button. You can then run batch assignment to assign objects affected by the assignment rules. For more information about running Batch Assignment, see Running Batch Assignment.

    Figure 7 shows a sample assignment rule for assigning support representatives to a service request.

    The assignment rule shown in Figure 7:

    • Matches any service request:
      • For Pentium III 600 products
      • With a priority of High
    • Uses two criteria with the following values:
      • Product Wildcard. A list of products that include the value CPU Pentium III 600
      • Service Request Priority. A list of service requests whose priority level is High

    Siebel Assignment Manager Administration Guide > Assignment Rule Administration > About Assignment Rule Administration >

    Creating Assignment Rules


    This topic is part of About Assignment Rule Administration.

    Each assignment rule has an activation and an expiration date that you can use to denote a range of dates for when the rule should be active. If you specify an activation date and no expiration date, the rule is active from the date denoted by the activation date onwards. If you specify an expiration date and no activation date, the rule is active until the date denoted by the expiration date. If you do not specify either the activation date or the expiration date, the rule is always active.

    NOTE:  Siebel Assignment Manager uses the database time to determine whether a rule is active.

    Use the following procedure to create your assignment rules. This task is a step in Process of Defining Assignment Rules.

    To create an assignment rule

    1. Navigate to the Administration - Assignment screen, and then the Assignment Rules List view.
    2. In the Assignment Rules list, click New.
    3. In the new record, click in the available fields to enter relevant information for the new rule.

    Table 11 shows the predefined fields.

    TIP:  All fields may not be visible in the initial view. Use the Columns Displayed feature to make fields visible (right-click, select Columns Displayed, use the arrows to move a field from Available Columns to Selected Columns, and then click Save).

    Field

    Description

    Name

    Name of the assignment rule.

    Rule Group

    Assignment rule groups applied to this rule. Each rule must be associated to an assignment rule group.

    Objects to be Assigned

    A multivalue group (MVG) field that allows you to select one or more assignment objects to apply to the rule.

    NOTE:  These objects are the business entities chosen by the assignment administrator, such as accounts, contacts, and so on.

    Sequence

    Sequence number for this rule. Assignment Manager uses this number to prioritize the execution of a set of rules. By default, assignment rules do not have a sequence number; one must be assigned by the administrator, if needed.

    For more information about rule sequencing, see How Siebel Assignment Manager Determines the Sequence in Which Rules Are Evaluated.

    Activation

    Start date of the assignment rule.

    NOTE:  By default, Siebel Business Applications use Universal Time Coordinated (UTC). For more information, see Siebel Global Deployment Guide.

    Expiration

    End date of the assignment rule.

    NOTE:  By default, Siebel Business Applications use Universal Time Coordinated (UTC). For more information, see Siebel Global Deployment Guide.

    Score

    Score eligible for the assignment rule if qualifications are met.

    For more information about scoring, see About Assignment Scoring.

    Exclusive

    If selected, candidates for this assignment rule supersede candidates that qualify for any other nonexclusive assignment rules.

    For more information about the exclusive feature, see About Some of the Assignment Rule Fields.

    Person Candidates Source

    Determines whether the employee or position candidates for this rule are specified on the assignment rule (statically) or are chosen dynamically using predefined dynamic candidate object definitions.

    The choices are From Rule, All People, and whatever other dynamic person candidate team records you defined in the Dynamic Candidate object using Siebel Tools.

    For more information about this field, see Candidates Source Fields.

    Organization Candidates Source

    Determines whether the organization candidates for this rule are specified on the assignment rule (statically) or are chosen dynamically using predefined dynamic candidate object definitions.

    The choices are From Rule, All Organizations, and whatever other dynamic candidate team records you defined in the Dynamic Candidate object using Siebel Tools.

    For more information about this field, see Candidates Source Fields.

    Assignee Filter

    Filters used by Assignment Manager to determine which potential assignees are assigned. Choices for assignee filters are:

    • All, Above Minimum
    • All, Must Assign
    • One, Best Fit
    • One, Random

    Defaults to All, Above Minimum when creating new assignment rules.

    For more information this field, see About Some of the Assignment Rule Fields.

    Candidate Passing Score

    Minimum score required for candidates to qualify for this assignment rule. Defaults to 0 (zero) when creating new assignment rules.

    Check Employee Calendar

    If selected, activates Assignment Manager to check employees' calendars when determining assignment eligibility. Used only for employee-based objects.

    For more information about this field, see About Some of the Assignment Rule Fields.

    Primary Employee

    Primary employee for this assignment rule if the rule passes and is the highest scoring rule for that object. Typically used for service-related assignments. Applicable only if this employee qualifies from the assignment rule (either from the rule itself or from dynamic candidates).

    However, if the AddScores parameter is set to TRUE, the primary employee is ignored. This parameter overrides primaries on the rule, merges scores for each candidate across the rules, and then calculates the primary based on the highest total scoring employee that passes for that object.

    NOTE:  If the assignee filter type is One, Best Fit, then do not select a primary employee, because the highest-scoring employee is still selected and the primary employee is excluded.

    For information about assigning a particular employee as the primary assignee on a specific assignment rule, see Choosing a Candidate as the Primary Assignee.

    Primary Organization

    Primary organization for this assignment rule if the rule passes and is the highest scoring rule for that object. Applicable only if this organization qualifies from the assignment rule (either from the rule itself or from dynamic candidates).

    However, if the AddScores parameter is set to TRUE, the primary organization is ignored. This parameter overrides primaries on the rule, merges scores for each candidate across the rules, and then calculates the primary based on the highest total scoring organization that passes for that object.

    NOTE:  If the assignee filter type is One, Best Fit, then do not select a primary organization, because the highest-scoring organization is still selected and the primary organization is excluded.

    For information about assigning a particular organization as the primary assignee on a specific assignment rule, see Choosing a Candidate as the Primary Assignee.

    Primary Position

    Primary position for this assignment rule if the rule passes and is the highest scoring rule for that object. Typically used for sales-related assignments. Applicable only if this position qualifies from the assignment rule (either from the rule itself or from dynamic candidates).

    However, if the AddScores parameter is set to TRUE, the primary position is ignored. This parameter overrides primaries on the rule, merges scores for each candidate across the rules, and then calculates the primary based on the highest total scoring position that passes for that object.

    NOTE:  If the Assignee Filter type is One, Best Fit, then do not select a primary position, because the highest-scoring position is still selected and the primary position is excluded.

    For information about assigning a particular position as the primary assignee on a specific assignment rule, see Choosing a Candidate as the Primary Assignee.

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