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Found 2 results

  1. In the post below, the following login was documented for the 'Assign to Most Available Analyst' "Assign to Most Available Analyst works on the basis of capacity. It also requires a team to be provided as an input parameter. The system will look through the members of this team and will assign the request to the member of the team who has the least amount of open requests (for that team). If there is more than one team member on the same least amount of open requests, the system will allocate the request to the team member that was last assigned a request the longest amount of time ago. For both the Assign Round Robin and Assign to Most Available Analyst bpm options, the system will take into account the user status which is found on their profile. If the user status is set to anything other than 'Available' that user/analyst/team member will not be considered as a request owner for either operation" Can I ask what logic is applied when none of the analyst are set to 'Available', i.e. when they have all left for the day, but customers are still submitting request via the portal and the workflow being initiated. Should this not then result in the request being assigned to the Team and not an individual? Cheers Martyn
  2. At the moment Auto Assign either by Round Robin or Most Available Analyst do not appear to have have any options to configure whether they include all members of the team (i.e. including Team Leader and Manager members) or just a certain type of member. Can a change request be raised to allow for a configuration options on both auto assign processes to allow the configuration of whether those members of the team with type Team Leader or Manager are included or excluded in the allocation process. Cheers Martyn
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