Equilibrium for Automatic Session Routing 3. Configure Skills to Route Issues to Representatives 4. Assign Skills to Representatives 5

Transcription

1 Equilibrium Guide 2017 Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC:1/11/2018

2 Table f Cntents Equilibrium fr Autmatic Sessin Ruting 3 Cnfigure Skills t Rute Issues t Representatives 4 Assign Skills t Representatives 5 Manually Assign Skills 5 Imprting User Skills 5 Additinal User Settings 5 Assign Skills t Issues 7 Cnfigure Team Settings 8 Testing the Cnfiguratin 9 Sessin Assignment and Intelligent Supprt Cllabratin 11 Intelligent Supprt Cllabratin 12 Skills Ruting Algrithms 13 Simple Skills Ruting 13 Tiered Skills Ruting 13 Preference Skills Ruting 14 Simple Multi-Skills Ruting 15 Tiered Multi-Skills Ruting 16 Preference Multi-Skills Ruting 18 CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 2

3 Equilibrium fr Autmatic Sessin Ruting Equilibrium allws yu t autmatically distribute incming supprt requests within a team queue. Depending n the algrithm selected, incming requests can be assigned t the least busy representative r the best skilled/least busy t handle the supprt issue. If the best skilled/least busy algrithm is selected, when a custmer starts a sessin asking fr help with a driver update, fr example, that sessin is ruted t the representative best suited t handle this issue. If n perfect match is fund, r there are n available representatives with that particular skill set, the algrithm running Equilibrium drps driver and lk fr sftware updates and try anther match lking fr the next best suited representative t handle sftware updates. The prcess cntinues until the best match is fund r until all skill requirements are remved and the sessin is simply ruted t the next least busy representative. With Equilibrium set up and supprt issues ruted t the apprpriate teams and assigned pririties, yu can greatly increase supprt efficiency and reduce custmer hld times, ensuring that sessins are handled by the best qualified representative in the mst efficient manner pssible. This dcument is designed t help yu set up Equilibrium s that yu can autmatically manage hw sessins are assigned t yur representatives. Since there are several steps necessary when setting up autmatic sessin distributin, it is advisable that yu fllw the flw prcess in this guide. The flwchart n the right shws hw Equilibrium wrks and hw it is cnfigured. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 3

4 Cnfigure Skills t Rute Issues t Representatives The first step t setting up autmatic sessin distributin is t cnfigure skills. G t the Cnfiguratin > Skills page and click New Rt Skill. Nte: In rder t be able t edit skills, this permissin has t be set per user. G t Users & Security > Users, scrll dwn t the Permissins sectin and make sure the Allwed t Edit Skills permissin is checked. Administratrs are autmatically granted this permissin. Enter a display name fr the skill. This name is used t assciate this skill with issues and with representatives and shuld therefre be smewhat descriptive but brief. This name must be unique. Next, enter a cde name fr this skill. The cde name is used by the sftware. It can nly cntain letters, numbers, underscres, and hyphens. This still needs t be recgnizable as assciated with the display name, as the cde name is used fr API prgramming and fr imprting CSV files f skills and representatives. This name must be unique. Click Save t save this rt skill. Fr the simplest setup, yu may wish t create nly rt skills. Hwever, fr mre intricate setups, yu may wish t create skills in a tree frmat. In this case, after creating ne r mre rt skills, select a rt skill and then click New Skill t create a child skill under that categry. Create a display name and cde name fr the new skill, just as yu did fr the rt skill. Yu must als select a parent skill/categry. It is easiest t select a categry by first actually selecting the parent categry and then clicking New Skill, because this autmatically ppulates the Parent drpdwn with the selected categry. Hwever, yu can scrll thrugh the list f skills t select a parent categry if yu selected the wrng parent by accident r if yu need t edit the skill later n. Click Save t save the new skill. Each rt skill is autmatically assigned a rank. All child skills have that same rank. If a sessin is assigned tw r mre skills with the same rank, the algrithm searches fr a representative with any f thse skills using "OR" lgic. If a sessin is assigned tw r mre skills with different ranks, the algrithm searches fr a representative with all f thse skills using "AND" lgic; if n representative is available, the lwest ranked skill is stripped, and the search is perfrmed again. Yu can reset rank by clicking Change Ranking, dragging and drpping, and then clicking Save Ranking. Once yu have set up skills, yu can select a skill t view its infrmatin; click Edit t mdify its infrmatin. Yu als can view a list f representatives wh have been assigned that skill. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 4

5 Assign Skills t Representatives Once yu have created the skills yu wish t use, yu must assign thse skills t ne r mre representatives in rder t take advantage f autmatic sessin distributin based n skills match. Manually Assign Skills T assign skills t a representative g t the Users & Security > Users page and create r edit a user accunt. Scrll dwn t the bttm f the page t the Skills sectin, then select which skills yu want t assciate with this user. Skills are assciated with a representative based n their level f cmpetency and are tagged accrdingly: Mre Preferred: The representative may be cnsidered a specialist in the subject. The algrithm lks fr this representative first. Less Preferred: The representative culd be cnsidered a generalist in the subject area and be familiar with a brad set f similar subjects. The algrithm lks fr this representative if nne tagged as Mre Preferred is fund r available. Ignred: Representative des nt have any specific knwledge n this subject. If yu select as mre preferred a skill that has child skills, all child skills are autmatically marked as less preferred. Yu cannt manually mark a skill as less preferred. Neither can yu select a parent as mre preferred and then deselect children; all children f a preferred skill must be either mre preferred r less preferred and cannt be ignred. If a representative has a skill marked as ignred and that is the skill marked n a sessin, the nly way that sessin is autmatically assigned t that representative is if there are n available representatives with the sessin's needed skills and that representative happens t be the least busy. Imprting User Skills When dealing with a larger number f representatives and/r skill sets, it may be easier t assign skills t representatives using bulk imprt. This is dne by uplading a CSV file with the usernames and assciated skills. The CSV file shuld use the fllwing frmat: "username1", "skill_cde_name1" "username1", "skill_cde_name2" "username2", "skill_cde_name1" Frm the Cnfiguratin > Skills page, brwse t the CSV file and then click Imprt User Skills. Please nte that the skills listed fr a given representative n the imprt file verrides any skills already assciated with that user. If yu need t remve all assciated skills with a particular user, leave the skill cde name empty ( username3, ). Als nte that as with manually assigned skills, the CSV file can nly designate "Mre Preferred" skills. Additinal User Settings There are a few mre accunt settings that can affect hw a sessin is assigned t this representative. First ff, this representative must be allwed t prvide remte supprt. If the representative is allwed t manually accept sessins frm a team/embassy queue, they can bypass sessin assignment by skills; they culd even accept a sessin fr which they have n matching skills. If they can use the Get Next Sessin feature, that representative is assigned the next sessin, despite any Equilibrium settings handling that sessin. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 5

6 If the representative is allwed t pt ut f sessin assignments, they can turn ff autmatic sessin assignment s that they are nt assigned sessins. Yu can als set rules t determine when this representative is cunted as available and are assigned sessins; this is determined by the maximum number f sessins they shuld be supprting and the length f time they have been idle. Yu als can assign skills t embassy users via the Users & Security > Embassy page. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 6

7 Assign Skills t Issues With skills cnfigured and assigned t representatives, yu nw need t assign skills t supprt issues. In rder t create issues, yu must have at least ne supprt team r embassy defined. Nte: Users must have the user accunt permissin Allwed t Edit Issues enabled in rder t create and edit issues. Administratrs are autmatically granted this permissin. On the Cnfiguratin > Issues page, click Add New Supprt Issue and enter a descriptin fr the issue. The descriptin is the text f the issue as it appears t yur custmer n the issue submissin frm f yur public site. Therefre, make sure the descriptin is easy t understand and descriptive f a specific prblem. Next, select the supprt team r embassy t which this issue shuld be ruted. When a sessin with this issue is searching fr an available representative, nly this team's members are searched. Yu can als set a pririty. The default setting is Medium. If set t High, a custmer requiring help with this issue is mved t the head f the team s queue. In mst cases, the system des nt send ut alerts fr a sessin with lw pririty until all high and medium pririty sessins have been handled fr that queue. Representatives can always manually accept a lw pririty sessin frm a queue in any rder they want. When using the Get Next buttn, the system always rutes high and medium pririty sessins t that representative befre lw pririty sessins. Next, check the bx if yu want t allw representatives t request help fr this supprt issue while in a sessin. If checked, the issue is listed in the Request Help flyut windw f the representative cnsle when the Sessin Sharing ptin is selected. In the Needed Skills area, select ne r mre skills that this issue shuld try t match. Skills can be tagged accrding t relevance t the particular supprt issue by clicking n the stars and selecting frm Mre Preferred, Less Preferred, r Ignred. Selecting a child skill as mre preferred autmatically marks all parent skills as less preferred. Yu cannt manually mark a skill as less preferred. Neither can yu select a child as mre preferred and then deselect parents; all parents f a preferred skill must be either mre preferred r less preferred and cannt be ignred. The new supprt issue appears n the list, shwing which team handles it, the issue pririty in the queue, and the skills assciated with it: CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 7

8 Cnfigure Team Settings With skills assigned t sessins and t representatives, it is time t make sure sessins can rute t the apprpriate representatives. Yu can set up a ruting system thrugh the API, but here we are ging t discuss ruting via teams. First, make sure that the issue is visible n yur public site. Frm the Public Prtal > Public Sites page, edit the site thrugh which yu wish custmers t be able t submit this issue. Make sure that Use Issue Submissin Survey is enabled, with the list type set t display issues. Then, either check Display Issues fr All Teams r select the team with the issues yu want t display and mve it t Display Issues fr the Fllwing Teams. Be sure t click Save Changes at the bttm f the page. Next, g t Cnfiguratin > Supprt Teams, and make sure the representatives yu want t handle the issues assigned t this team are members f this team in sme rle. Members can be assigned individually r via grup plicy. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 8

9 Finally, yu need t enable Equilibrium by selecting hw yu want sessins t be ruted t teams. In Cnfiguratin > Supprt Teams, click n Equilibrium Settings and use the drpdwn menu t select the apprpriate algrithm, depending n hw yu want sessins t be ruted. Optins are: Nne: n algrithm is selected and sessin requests remain in the team queue until a representative manually accepts them. Least Busy: sessin is assigned t the least busy representative, that is, the representative wh has had the lwest number f simultaneus sessins fr the lngest time. Skills Match, Least Busy: sessin is assigned by selecting the representative with the mst apprpriate skill set match necessary t handle the issue, as well as being the least busy f all qualified representatives. The Alert Timeut drpdwn determines hw lng the sessin remains assigned t the representative s queue befre it is assigned t the next representative. Yu als can create a Waiting Sessin Rule. If enabled, set hw lng a sessin is allwed t remain in this queue. Then chse the actin t take if the sessin waits fr lnger than the set time. Yu can either transfer the sessin t an verflw queue, r yu can mark the sessin as verdue. A sessin that becmes verdue plays an audi alert, flash in the queue, cause the queue itself t flash, and display a pp-up ntificatin. These ntificatins can be mdified in the representative cnsle settings. Testing the Cnfiguratin If yu wish t test the abve cnfiguratin, first lg int the representative cnsle using an accunt with the skills set yu wish t test. Next, g t the public site and submit a supprt request via the issue submissin frm. Be sure t select an issue that has skills assigned t it and that rutes t ne f the representative's team queues. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 9

10 After the custmer client cnnects, the representative shuld see a sessin assignment alert fr that sessin, assuming they are the best match and the least busy f any identical matches. The representative cnsle shws the skills and pririty assigned t the issue yu selected frm the issue submissin frm. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 10

11 Sessin Assignment and Intelligent Supprt Cllabratin If Equilibrium is set up t rute incming supprt requests based n skills match, sessins are assigned t the best-suited representative available. When a sessin enters a queue that has skills-based ruting enabled, that sessin is autmatically assigned t the representative with the best skills match. If there is a tie, the sessin is assigned t the least busy representative, based n the number f sessins that representative is supprting and hw lng they have been available. When a sessin is assigned t yu, yu are given a prmpt t accept r reject the sessin, alng with visual and audible alerts if enabled. When the invitatin is abut t expire, visual and audible alerts warn yu. If yu reject the invitatin r the invitatin times ut, the sessin is reassigned t the next best matched representative fr that queue. A rejected sessin is nt assigned t the same representative twice unless it is manually transferred int anther queue fr which that representative is available. If a sessin cycles thrugh all available representatives fr the queue and is nt accepted, it remains in queue until smene manually accepts r transfers it. Alternatively, if yur administratr has set up a waiting sessin rule fr this queue, the sessin either gives an audible and visual alert when it is verdue, r it is transferred t an verflw queue. If that verflw queue has a waiting sessin rule set up that transfers the sessin back t the first queue, the sessin culd ptentially bunce back and frth between the queues until it is accepted. A sessin is nt assigned t a representative if that representative is unavailable. If yu lck yur cmputer r switch t the lgin screen, yu are marked as unavailable. Als, rules within the user permissin mark yu as unavailable if yu are participating in mre than a set number f sessins r have been idle lnger than a specified length f time. Finally, if yu have permissin t pt ut f sessin assignments, yu may chse nt t receive autmatic sessin assignments frm: the Supprt menu f the representative cnsle the Aut Assign buttn at the tp f the representative cnsle the right-click menu f the system tray icn Yu may be allwed t accept a sessin withut being assigned that sessin in ne r mre ways. If yu have permissin t manually accept sessins frm a team queue, either duble click the custmer entry r select the entry and click the Accept buttn. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 11

12 Intelligent Supprt Cllabratin Equilibrium is used t cntrl the ruting f Intelligent Supprt Cllabratin requests, where a supprt sessin can be shared with ne r mre representatives. If yu need help during a sessin, yu can invite an additinal representative t jin yu by clicking the Share buttn in the sessin tls. This can be dne in several ways. Yu can use Request Help t rute yur request s that it is targeted at a specific supprt issue. Only issues that have been cnfigured t allw yu t request help display n this list. Yu can als select a representative listed in the teams displayed t invite them t jin the sessin. If yu select Any Representative, the invitatin is sent t the team queue s that any single representative in the selected team can jin the sessin. Yu can send multiple invitatins if yu want mre representatives frm the team t jin yur sessin. Since share invitatins are treated like nrmal sessins, they can be distributed t the best suited representative, r representatives, wh can pick them up by clicking n the Get Next buttn, accepting a Sessin Assignment Alert, r simply by selecting and accepting a request sent t a queue. A created invitatin can be assciated with a new skill set, pririty, and team that have been previusly cnfigured by the administratr. When targeted t a supprt issue, the invitatin request uses the Skills, Pririty and Issue Descriptin parameters assciated with that particular issue. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 12

13 Skills Ruting Algrithms The tables belw are prvided t help yu understand hw ruting wrks in varius cnfiguratins. Simple Skills Ruting In this scenari: Skills are cnfigured as a list. Each representative is assigned ne r mre skills. Each sessin is assigned ne skill. Sessins can be ruted t any representative with the matching skill. Given the fllwing skills cnfiguratin: Rt Skill Representative 1 Representative 2 Representative 3 Antivirus Linux MS Office Sessins are ruted in the fllwing manner: Sessin Skills Rute t Representative(s) Antivirus 1 r 2, whichever is least busy. Linux 2 MS Office Any, whichever is least busy. Tiered Skills Ruting In this scenari: Skills are cnfigured as a tree. Each representative is assigned ne r mre skills. Each sessin is assigned ne skill. Sessins can be ruted t any representative with the matching skill r ne f its parent skills. Given the fllwing skills cnfiguratin: Rt Skill Child Skill Representative 1 Representative 2 Representative 3 Antivirus Bitdefender McAfee Nrtn Linux Ubuntu CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 13

14 Rt Skill Child Skill Representative 1 Representative 2 Representative 3 Red Hat Fedra MS Office Outlk Excel Sessins are ruted in the fllwing manner: Sessin Skills Rute t Representative(s) Antivirus 1 Bitdefender 1 McAfee 1 r 3, whichever is least busy Nrtn 1 Linux Any, whichever is least busy Ubuntu 2 Red Hat 3 Fedra 1 MS Office 2 Outlk 2 r 3, whichever is least busy Excel 2 Preference Skills Ruting In this scenari: Skills are cnfigured as a tree. Each representative is assigned ne r mre skills as "Mre Preferred" r "Less Preferred". Each sessin is assigned ne skill. Ruting rules: Try t rute t a representative wh is "Mre Preferred." If n representatives are fund, try t rute t a representative wh is "Less Preferred." Given the fllwing skills cnfiguratin: Rt Skill Child Skill Representative 1 Representative 2 Representative 3 Antivirus Bitdefender Less preferred McAfee Less preferred Nrtn Less preferred Linux Ubuntu CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 14

15 Rt Skill Child Skill Representative 1 Representative 2 Representative 3 Red Hat Fedra MS Office Outlk Excel Sessins are ruted in the fllwing manner: Sessin Skills Rute t Representative(s) Antivirus 1 Bitdefender 1 McAfee 3 Nrtn 1 Linux Any, whichever is least busy Ubuntu 2 Red Hat 3 Fedra 1 MS Office 2 Outlk 2 r 3, whichever is least busy Excel 2 Simple Multi-Skills Ruting In this scenari: Skills are cnfigured as a list. Each representative is assigned ne r mre skills. Each sessin is assigned ne r mre skills. Sessins are ruted using "skill peeling" lgic: Try t rute t a representative wh has all skills assigned t the sessin. If n representatives are fund, peel away the lwest ranking skill frm the sessin and search again. Cntinue peeling skills until n skills remain r a representative is fund. Given the fllwing skills cnfiguratin: Skill Representative 1 Representative 2 Representative 3 Antivirus Linux MS Office CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 15

16 Sessins are ruted in the fllwing manner: Sessin Skills Rute t Representative (s) Lgic Antivirus 1 r 2, whichever is least busy. Representatives 1 and 2 bth have the "Antivirus" skill. Antivirus, Linux 2 Only Representative 2 has bth preferred skills; if Representative 2 is unavailable, the Linux skill is.peeled away and the sessin is ruted t Representative 1. Linux 2 r 3, whichever is least busy. Representatives 2 and 3 bth have the "Linux" skill. MS Office Any, whichever is least busy. N representatives have the "MS Office" skill. Fall back t the least busy representative. Antivirus, Linux, MS Office 2 N representatives have the "MS Office" skill. Peel away "MS Office", the lwest ranking skill. Only Representative 2 has bth remaining skills. Tiered Multi-Skills Ruting In this scenari: Skills are cnfigured as a tree. Each representative is assigned ne r mre skills. Each sessin is assigned ne r mre skills. Sessins are ruted using "AND" lgic fr skills with different rankings and with "OR" lgic fr skills with the same ranking. Given the fllwing skills cnfiguratin: Rt Skill Child Skill Skill Pririty Representative 1 Representative 2 Representative 3 Antivirus 1 Bitdefender 1 McAfee 1 Nrtn 1 Linux 2 Ubuntu 2 Red Hat 2 Fedra 2 MS Office 3 Outlk 3 Excel 3 Sessins are ruted in the fllwing manner: CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 16

17 Sessin Skills Rute t Representative (s) Lgic Antivirus 1 Only Representative 1 has the "Antivirus" skill. Bitdefender 1 r 2, whichever is least busy Representatives 1 and 2 bth have the "Bitdefender" skill. McAfee 1 r 3, whichever is least busy Representatives 1 and 3 bth have the "McAfee" skill. Nrtn 1 Only Representative 1 has the "Nrtn" skill. Antivirus, Bitdefender 1 r 2, whichever is least busy Find representatives with either "Antivirus" OR "Bitdefender". Representatives 1 and 2 bth have at least ne f these skills.marked as "Mre Preferred". Antivirus, McAfee 1 r 3, whichever is least busy Find representatives with either "Antivirus" OR "McAfee". Representatives 1 and 3 bth have at least ne f these skills. Bitdefender, McAfee Any, whichever is least busy Find representatives with either "Bitdefender" OR "McAfee". All representatives have at least ne f these skills. Linux Any, whichever is least busy N representatives have the "Linux" skill. Fall back t the least busy representative. Ubuntu 2 Only Representative 2 has the "Ubuntu" skill. Red Hat 3 Only Representative 3 has the "Red Hat" skill. Fedra 1 Only Representative 1 has the "Fedra" skill. Linux, Ubuntu 2 Find representatives with either "Linux" OR "Ubuntu". Only Representative 2 has the "Ubuntu" skill. N representatives have the "Linux" skill. Ubuntu, Fedra 1 r 2, whichever is least busy Find representatives with either "Ubuntu" OR "Fedra". Representatives 1 and 2 bth have at least ne f these skills. MS Office 2 Only Representative 2 has the "MS Office" skill. Outlk 2 r 3, whichever is least busy Representatives 2 and 3 bth have the "Outlk" skill. Excel 2 Only Representative 2 has the "Excel" skill. MS Office, Outlk, Excel 2 r 3, whichever is least busy Find representatives with either "MS Office", "Outlk", OR "Excel". Representatives 2 and 3 bth have at least ne f these skills. Antivirus, MS Office 1 Find representatives with "Antivirus" AND "MS Office". N representatives have bth skills. Peel away "MS Office", the lwest pririty skill. Only Representative 1 has the "Antivirus" skill. Antivirus, Excel 1 Find representatives with "Antivirus" AND "Excel". N representatives have bth skills. Peel away "Excel", the lwest pririty skill. Only Representative 1 has the "Antivirus" skill. McAfee, Outlk 3 Find representatives with "McAfee" AND "Outlk". Only Representative 3 has bth skills. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 17

18 Sessin Skills Bitdefender, Nrtn, Outlk Bitdefender, McAfee, Outlk Rute t Representative (s) Lgic 2 Find representatives with ("Bitdefender" OR "Nrtn") AND "Outlk". Representatives 1 and 2 bth have either the "Bitdefender" r the "Nrtn" skill. Of these tw, nly Representative 2 als has the "Outlk" skill. 2 r 3, whichever is least busy Find representatives with ("Bitdefender" OR "McAfee") AND "Outlk". All representatives have either the "Bitdefender" r the "McAfee" skill. Only Representatives 2 and 3 als have the "Outlk" skill. Preference Multi-Skills Ruting In this scenari: Skills are cnfigured as a tree. Each representative is assigned ne r mre skills as "Mre Preferred" r "Less Preferred". Each sessin is assigned ne r mre skills. Ruting rules: Sessins are ruted using "AND" lgic fr skills with different pririties and with "OR" lgic fr skills with the same ranking. Try t rute t a representative wh is "Mre Preferred" fr the desired skills using "AND" and "OR" lgic. If n representatives are fund, try t rute t a representative wh has all f the desired skills but is "Less Preferred" fr the lwest pririty skill. If n representatives are fund, cntinue iterating thrugh the desired skills until all skills have been searched fr using a "Less Preferred" skill level. After all preferences levels are exhausted, peel away the lwest pririty skill frm the sessin. After each peel, iterate thrugh all preference levels fr the remaining skills, starting with "Mre Preferred". Given the fllwing skills cnfiguratin: Rt Skill Child Skill Representative 1 Representative 2 Representative 3 Antivirus Bitdefender Less preferred McAfee Less preferred Nrtn Less preferred Linux Ubuntu Red Hat Fedra MS Office Outlk Excel Less preferred CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 18

19 Sessins are ruted in the fllwing manner: Example 1: Sessin skills: Antivirus, Linux Rute t representative: 1 Step Desired Skills Lgic 1 Antivirus, Linux Find representatives with "Anti-Virus" AND "Linux" as "Mre Preferred" skills. N representatives have bth skills at that preference level. 2 Because "Antivirus" and "Linux" are rt skills, they cannt be assigned t a representative as "Less Preferred". Peel away "Linux", the lwest ranking skill. 3 Antivirus Find representatives with "Antivirus" as a "Mre Preferred" skill. Only Representative 1 is "Mre Preferred" fr the "Antivirus" skill. Example 2: Sessin skills: Antivirus, McAfee Rute t representative: 1 r 3 Step Desired Skills Lgic 1 Antivirus, McAfee Find representatives with "Anti-Virus" OR "McAfee" as a "Mre Preferred" skill. Representatives 1 and 3 bth have at least ne f these skills at the "Mre Preferred" level. Example 3: Sessin skills: Bitdefender, Nrtn, Fedra Rute t representative: 3 Step Desired Skills Lgic 1 Bitdefender (Mre), Nrtn (Mre), Fedra (Mre) 2 Bitdefender (Mre), Nrtn (Mre), Fedra (Less) 3 Bitdefender (Less), Nrtn (Less), Fedra (Mre) 4 Bitdefender (Less), Nrtn (Less), Fedra (Less) Find representatives with ("Bitdefender" OR "Nrtn) AND "Fedra" as "Mre Preferred" skills. N representatives satisfy thse cnditins. Find representatives with "Bitdefender" OR "Nrtn" as a "Mre Preferred" skill AND "Fedra" as a "Less Preferred" skill. N representatives satisfy thse cnditins. Find representatives with "Bitdefender" OR "Nrtn" as a "Less Preferred" skill AND "Fedra" as a "Mre Preferred" skill. N representatives satisfy thse cnditins. Find representatives with ("Bitdefender" OR "Nrtn") AND "Fedra" as "Less Preferred" skills. N representatives satisfy thse cnditins. 5 Peel away "Fedra", the lwest ranking skill. 6 Bitdefender (Mre), Nrtn (Mre) Find representatives with "Bitdefender" OR "Nrtn" as a "Mre Preferred" skill. Representative 3 is "Mre Preferred" fr the "Nrtn" skill. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM 19