Categories, Attributes, and Attribute Sets

Last Updated : Jun 12, 2018 |

Categories

Categories are the ways of grouping attributes. For example, the French and Spanish attributes are in the Language category. Categories are used in Property Management to configure how property values are derived for attribute sets that do not have explicit property values defined.

Attributes

Attributes are the main basis to select from available resources to be assigned work, or to select waiting work to be assigned to the newly available resources. When selecting a resource to be assigned to incoming work, the resource must have the desired attributes specified in the work request. When selecting a waiting work request for a newly available resource, the work request must have attributes that match those of the resource.

Attribute Sets

Attribute Sets are the collections of attributes. Attribute Sets can be configured for a property value, so that each property can have different values depending on which attributes are used. As an example, for the Proficiency property, a resource has high proficiency in the attribute set “English, Sales, Tablets”, low proficiency for the attribute set “English, Service, Laptops”, and low proficiency for the attribute set “Spanish”.