Assigning Support Representative
Skills Assigning Support Representative
Skills
You can set up skills for skill-based routing of incidents, problems, and changes (if enabled). Skill levels (such as Beginner, Intermediate, Advanced, and Expert for skill levels one through four) are associated with the categories you set up for routing. Enable skill-based routing and label skill levels in the Incident Management, Problem Management, or Change Management Basics Configuration screen, and then associate support representative skill levels with categories in the Categories and Support Representative Profile screens.
Support Representative Profile Skills Tab Example
Category Support Rep Skills Tab Example
After a support representative classifies the incident, problem, or change (if enabled) and selects skill-based routing, the category levels selected for the incident will appear; the support representative will select the level of categorization that exactly matches the categorization for which support representative skills should be searched. The support representative(s) with those skills will appear for selection.
If using the skill-based/load balanced routing method, after the categorization level is selected, a support representative is selected based on the workload of the support representatives who have the exact match of the selected categorization in their Support Representative record.
After a support representative is automatically selected, a dialog displays their name; a Back button is included on that dialog in case the selected assignee is not appropriate.
If a support representative has worked with an incident and the incident is reassigned, he/she will be bypassed until all available support representatives with the skill or in the group or location (depending on the method selected) have worked with the incident.
To designate a skill in the Support Representative Profile screen, click the Add button on the Skills tab. In the Define Skill dialog, select the category set in the Category fields and then select the support representative’s skill level for the categories in the Skill Level field. Click OK.
To designate a skill in the Category screen, click the Add link on the Support Rep Skills tab. A list of support representatives appears; select the support representatives to assign skills and click the Add button. The names of selected support representatives appear as links; to assign a skill level, click on the name of the support representative to display the dropdown list of skill levels. When finished, click OK.
