Skill Matrix

The skill matrix enables work queues to be set up to define the users work queues. These can either be set as the users primary or secondary queues to be used for work allocation. This means if the user doesn’t have any assignments in an organizational structure get work can still be used to automatically allocate work.

Users can be added to the skill matrix by a work queue and or for a specific set of case categories.

The sequence determines which entry in the skill matrix takes priority.
If you assign the same sequence to multiple records these entries will all be treated with the same importance and the user will receive the work based off of the priorities determined for the user and get the top priority work.

For example
User BVISHWAN has 4 entries in the skill matrix.
Both case categories Z004 and Z006 must be routed to position 50000001 (work queue) and both of these entries have the same sequence.
Therefore BVISHWAN will receive either Z004 or Z006 cases (order is determined by the priority not the case category).

If there are no Z004 or Z006 cases routed to 50000001 work queue then BVISHWAN will receive DU01 or * (all other case categories) routed to 50000001 work queues.
Again the order of the cases will be based on the priorities set for BVISHWAN, see more detail in topic Priorities for how these work.

HHARFORD however, will receive either BO01 (routed to any work queue as the assignment is blank) or any case category routed to 50000003 position.
The priority order will determine in which order those cases are assigned.