Offer Task to Users One at a Time or All At Once?

One of the questions we get regularly is about when to use the Rules Engine Ranking within the Task Template. Should I enable or disable the Ranking and if I enable it how do I determine the desired availability/skill/active weighting?

First off, when Ranking is enabled, MWM will try to determine the BEST person to assign the task to. It will do this based on several factors as defined by the Task Template definition but will essentially look at the available and active users and send it to the most skilled user (again all based on weighting). However, this will only go to ONE user at a time. If that user rejects, declines or marks "can't complete" then the task will be released to the pool and sent to the NEXT best user for the job. If the task continues to get declined it will eventually escalate or timeout based on the template rules. The reason for all of this is that MWM was designed so that the manager and workers did not have to decide who would complete it, MWM handles that logic internally.

However, some companies WANT to be able to simply offer the task up to several workers at the same time and wait until the first available worker accepts it. In this case, you would need to de-select the "Ranking" checkbox in the template so that the weightage is not applied. The task will immediately show up in all applicable workers' inboxes until somebody accepts it. Once it has been accepted, it will be removed from all other inboxes.

James Gleason
When allowing MWM to use the

When allowing MWM to use the ranking engine to perform identify the best person to fulfil a task, how can you ensure that the same associate is not always assigned the next task.

i.e.

1. associate1 and associate2 are both available

2. task is assigned by MWM using the ranking engine to associate1

3. associate1 completes the task

4. associate1 and associate2 are both available

5. How do you stop associate1 from being assigned the next task ? as the states of the two associates is the same so the ranking engine deems associate1 as being the best to assign.

Can the engine use the longest time from last completed task within the calculation to ensure the same associate doesn't get assigned the task. In the example above this should ensure that associate2 is assigned, so allowing for a fairer distribution of work.

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Vijayaditya K
To be precise, there is no

To be precise, there is no automated way of assigning the tasks to the users in a round robin fashion in MWM 2.1.

This is one of the requirements that we have identified and consider in future releases.

The ranking engine considers the weightage given to Availability, Skill-level, and “Active in Department” to rank the users before picking them for assigning the task.

If the two users have all same value for these three indexes, then the user selection would be random and we will not have control over selecting a particular user.

If they belong to different departments, you could select the department while creating the task which will make the rules engine to select different set of users and assign the task to a different associate. Same applies to Skill as well.

Thanks,

Vijay.

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Steven Raseman
We are planning on adding a

We are planning on adding a "fairness" to the ranking formula in our 2.2 release in Q1, 2014.  The system will consider who was assigned the task most recently and prioritize other potential task recipients so the same associate does not always receive the task.

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