Qualification Matching
- administrator
- teams
- Agents
- Certificate
- qualifications
- qualified
- certified
Configuration > Teams & Agents > Qualification Matching
Related Guides:
Details
| Field | Type | Description |
| Qualification Name | Free Text | The name of the Qualification. |
| Weighting | Integer | The weighting of the Qualification determines the position of the Agent in the assignable list, should a certain ticket have recommended qualifications. Those with higher weightings will place the Agents with that qualification at the top end of the list. |
| Agents must have this qualification to be assigned to a Ticket that matches this qualification | Checkbox | Dictates whether an Agent is required to have this Qualification in order to be assigned to tickets that require it. |
If Load Balancing the Ticket and no Agent matched, assign to Unassigned | Checkbox | Will only show if Qualification is not mandatory. This will assign the Ticket to Unassigned if no Agent is matched when Load Balancing. |
Load balance the Ticket if this Qualification is matched and current Assigned Agent is unqualified | Checkbox | This will trigger Load Balance if the Qualification is matched and the Agent is unqualified. |
Load balance the Ticket if this Qualification is unmatched and current Assigned Agent is unqualified | Checkbox | This will trigger Load Balance if the Qualification is unmatched from the current Qualification but matches another still. The Ticket will not be Load Balanced if it has no Qualifications after this one is unmatched, as all Agents are now allowed the Ticket. |
| Add | Button | Opens the window for creating Criteria for the Tickets to be matched to this Qualification. |
| Pencil icon | Button | Opens the Edit screen for that Criteria. |
| Bin icon | Button | Deletes the Criteria line (you will not be warned). |
Add Criteria
| Field | Type | Description |
| Add | Button | Opens the window for creating Requirement for the Tickets to be matched to this Criteria. |
| Pencil icon | Button | Opens the Edit screen for that Requirement. |
| Bin icon | Button | Deletes the Requirement line (you will not be warned). |
| Field Name | Single Select | The Field for the Requirement to match. |
| Rule Type | Single Select | The matching type for that Requirement. |
| [Field Name] (Value) | Single Select | The value for which the Requirement is considered. |
Agents
| Field | Type | Description |
| Agent Name | Multiple Select | The Agent(s) which are to have this Qualification assigned to them. |
| Date | Date Field | The Date from which the Qualification is valid. |
| Expiry Date | Date Field | The Date until which the Qualification is valid. |