Field help (QUEPBLGRP)

Use this tab to enter or view the list of skill groups associated with a queue.

This information is used by the automatic assignment processes for the service requests. In fact, it is advised to qualify each service request with a skill group.

The following summary description of the automatic assignment mechanism for a service request (on the basis of a skill group) provides you with insight on the importance of entering a skill group associated with a queue:

On exiting a skills group entry, the system attempts to allocate the request to a competent employee and in preference to one that is less busy that the other competent employees. If no competent employee could be identified, the system then searches the first queue associated with the skills group and assigns the request with the queue found. If no queue can be identified, the request is then assigned to dispatching.