Skills is a way to come up with granular rules around matching processes with users during auto-allocation. Processes get tagged with
Required Skills basis the rule configuration and then get matched with users with the exact skills.
To start create a new skill type. For example we can create skill types like
Per skill type you can add one or more skills like
- language - english, spanish, hindi
- city - Bangalore, Mumbai, San Diego
You can use our rule engine to auto assign skills to processes. For example
- if customer's language attribute
customer_languageis English then tag it with
- if customer's
product_interesetedis "Credit Card" then tag it with
Along with skill you can also associate a level of skill required from 0 - 10. 10 being the highest and 0 the least. If a certain skill requirement is of a certain level x - then the allocator will find a user with at least that much skill level.
This allows you to create matching in terms of proficiency in a certain skill.