Glossary:Skill-Based Routing

Skill-Based Routing, skill-based routing

Skill-based routing uses skill information, such as skill rules, to define which workers are qualified to carry out a given assignment. For example, a customer of an insurance company might want to insure a vintage car. To accurately appraise the value of the car, the insurance case must be handled by an employee with the proper expertise. To this end, you can set up a routing logic that assigns vintage car cases to users who have 'vintage car appraisal' as a skill.

This type of routing helps you distribute work efficiently and improve your organization's productivity.

Skill-based routing uses skill information, such as skill rules, to define which workers are qualified to carry out a given assignment. For example, a customer of an insurance company might want to insure a vintage car. To accurately appraise the value of the car, the insurance case must be handled by an employee with the proper expertise. To this end, you can set up a routing logic that assigns vintage car cases to users who have 'vintage car appraisal' as a skill. This type of routing helps you distribute work efficiently and improve your organization's productivity.

Skill-based routing uses skill information, such as skill rules, to define which workers are qualified to carry out a given assignment. For example, a customer of an insurance company might want to insure a vintage car. To accurately appraise the value of the car, the insurance case must be handled by an employee with the proper expertise. To this end, you can set up a routing logic that assigns vintage car cases to users who have 'vintage car appraisal' as a skill. This type of routing helps you distribute work efficiently and improve your organization's productivity.

The process of assigning tasks in a business process to an individual or group of individuals who are the most capable of completing those tasks.

For example, when creating an expense report, an employee creates the report, a manager approves it, and a payroll employee then sends the payment. To process employee compensation payments, you can route the task to the work queue of the payroll team, in which any member of that team can access, select, and process the work item.

If you need a specific person to work on the assignment, you can route the assignment to a work list. For example, when a human resource manager needs to approve employee time off requests, you can route the assignment to the worklist of the human resources manager.

If you need a person with a particular skill set to work on the assignment, you can route the assignment using business logic to a skilled group by defining a specific condition. For example, in an automobile quote request, a prospective customer fills in a form and selects an Electric vehicle check box. The request is then routed to the electric car insurance underwriters work queue, members of which specialize in electric cars.

The basic building blocks of an application, rules define the behavior of an application. There are many types of rules, each defining a different type of behavior. For example, rules define the display of a form, the fields that are used in your application, and the flows that define the process of completing work.

The system can reuse rules throughout your application. For example, in an application for ordering replacements parts, you can define a user interface to capture an address, and reuse the same rule for the UI to capture both the mailing address and the billing address for the order.

You define rules in an application to create a business solution for your organization and customers. Rules provide flexibility during the development process and help you design applications more efficiently, so that they can be implemented again in future projects.

A task that a user completes so that the business process can advance towards the final resolution. You can add assignments to the business process to collect information or seek approvals from users with different roles or levels of expertise. For example, in an online credit card application, a customer needs to fill out the online credit card application form by providing a range of personal and financial details. When the application form is completed, the process advances to the bank employees who can process the request by either approving or rejecting the application.

(Deprecated) A configuration of panels (areas) in a harness that support a composite portal. Existing panel sets continue to function. As a best practice, upgrade panel sets to screen layouts.

Skill rules are instances of the Rule-Admin-Skill rule type. A skill rule gives a name and a range of proficiency value to different user skills. These skills can then be associated with users (in the Operator ID instance), and can form the basis of skill-based routing decisions.

The top level of the three-level organization hierarchy that is available for use in all of your applications. The organizational structure affects the management reports, statistics, and rules that are available to users in that organization. One system can support multiple organizations. An organization is an instance of the Data-Admin-Organization class.