Agent auto assignment using location

Service Management > Request Management in a Service Management application > Agent assignment methods > <a class="link" href="../../../product/service-management-core/concept/c_AgentAutoAssignment.html" title="When auto assignment is enabled and a task is qualified or marked as Ready for Work, an appropriate agent is automatically assigned to the task and it is moved to the Assigned state. If the task cannot be auto-assigned, a user with the dispatcher role must adjust the values in the request or task form and then save the record.">Agent auto assignment >

Agents can be auto assigned based on the location defined in their user record and the location of the tasks.

Auto assignment by location can be performed in a task- or request-driven processing environment when the Auto-selection of agents will consider location of agents configuration is enabled.

When a task is created, agent locations are compared to the following ranges to determine a location rating for each agent. Table 1. Location rating calculation Distance (mi.) from agent to task Rating 0–0.1 1 0.11–0.5 0.9 0.51–5 0.7 5.1–10 0.5 10.1–20 0.4 20.1–30 0.3 30.1–40 0.2 40.1–100 0.1 >100 0

When a task is qualified or marked as Ready for Work , the agent closest to the task location is considered for the task. If the application is configured so that only location is considered, the closest agent is auto-assigned to the task.

If the application is configured to use other selection criteria—such as skills, time zone, or schedule—the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-assigned for the task. See Agent auto assignment using multiple selection criteria for details.

Parent Topic: Agent auto assignment using rating-based criteria