Siebel Assignment Manager assign an owner / position to a business component and also balances the workload by defining the workload distribution rule.
Workload Distribution Rule is a criteria to define scoring for employee / position to determine how much of workload are present at their bucket during assignment process.
the scoring formula are as follows:
Workload Score = Score * (1 - (Current Workload / Maximum Workload)
Example:
Company ABC has 10 Service Request that need to be assigned to three employees which are Andy, Barney and Charlie. Currently All of them have zero service request at their bucket.
A simple Workload Distribution Rule is configured:
Workload Distribution Rule : Processing Service Request
Assignment Object : Service Request
Score : 100
Required : Always
Maximum : 10
Workload Rules are configured as follows:
Name : Processing Service Request
Assignment Object : Service Request
Conditional Field : Status
Comparison Operator : =
Value = Open / In Progress
Illustration:
If Andy has 2 Service Request on their bucket, then the score will be
Workload Score = 100 * (1- (2/10) = 80
Find below are a simple simulations
-->
| Service Request Number | Total Service Request Assigned | ||||||
| Andy | Barney | Charlie | Score A | Score B | Score C | Result | |
| 0 | 0 | 0 | 100 | 100 | 100 | Andy | |
| Service Request 1 | 1 | 0 | 0 | 90 | 100 | 100 | Barney |
| Service Request 2 | 1 | 1 | 0 | 90 | 90 | 100 | Charlie |
| Service Request 3 | 1 | 1 | 1 | 90 | 90 | 90 | Andy |
| Service Request 4 | 2 | 1 | 1 | 80 | 90 | 90 | Barney |
| Service Request 5 | 2 | 2 | 1 | 80 | 80 | 90 | Charlie |
| Service Request 6 | 2 | 2 | 2 | 80 | 80 | 80 | Andy |
| Service Request 7 | 3 | 2 | 2 | 70 | 80 | 80 | Barney |
| Service Request 8 | 3 | 3 | 2 | 70 | 70 | 80 | Charlie |
| Service Request 9 | 3 | 3 | 3 | 70 | 70 | 70 | Andy |
| Service Request 10 | 4 | 3 | 3 | 60 | 70 | 70 | Barney |
