Configuring Get Next Email

This topic describes you how to configure work routing settings for an operator, including organizational structure, Work Groups, skills, Work Queues, and Get Next Work behavior.

To configure work routing settings, in the header of Infinity Studio, select Configure, then Org & Security, then Organization, and then Operators.

Select the operator that you want to configure.

Open the Work tab.

In the Organizational unit section, click Update, and then specify the organization, division, and unit.

For example, enter UPlusBanking as the organization, Banking Operations as the division, and Mortgages as the unit.

In the Team field, enter a Work Group to assign the operator to a team. For example, assign the operator to a team that reviews mortgage requests.

At this point, you can optionally configure additional routing settings to refine how work is assigned.

To add additional team memberships, click Add a Work Group, enter the Work Groups, and then select the default Work Group.

To define a reporting structure, in the Reports to field, enter the reporting manager.

To enable skill-based routing, in the Skill field, enter a skill name, and then in the Rating field, enter a value from 1 to 10.

For example, enter French with a rating of 10 to indicate a high level of proficiency.

To provide access to shared work, in the Work Queue section, click Add item, and then specify the Work Queue and the urgency threshold.

To assign additional Work Queues, click Add item and repeat the configuration.

To control how assignments are selected, you can configure Get Next Work behavior.

To retrieve assignments from Work Queues before the operator Worklist, select the Get from Work Queues first checkbox.

To include assignments from all Work Queues associated with the operator's team, select the Use all Work Queue Assignments in user's team checkbox.

To merge assignments from multiple Work Queues and select the assignment with the highest urgency, select the Merge Work Queues checkbox.

Select Save.

You have reached the end of this demonstration.