Avaya Oceana® provides attribute-based work and resource matching capabilities. Using Attributes, you can select the available resources and assign them to work or choose the waiting work and assign it to 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 from one unified pool of resources. In Avaya Oceana®, you must use Engagement Designer to create workflows that describe and run business processes used in your enterprise. A workflow defines a series of connected tasks required to complete a business process.

You must add your custom attribute to ensure that Work Assignment assigns appropriate resources to your chat requests during the testing. Work Assignment maintains all resources across the enterprise in a single pool and assigns work using a single universal matching engine and attributes-driven routing.

Work Assignment is deployed and configured as a snap-in on the Avaya Breeze® platform. Avaya Control Manager provides the administration user interface for Work Assignment, and Engagement Designer provides the overall flow logic. However, the use of Engagement Designer is optional. To provide a flow logic for Work Assignment, you can use a tool of your choice.

Work Assignment offers the following functionality:

• Match resources to incoming requests based on attributes.

• Match work to one resource at a time to find the most suitable resource for the requested work.

• Match work to several homogenous resources, as specified in the work request.

• Match work to a group of heterogeneous resources.

• Match work to a resource in a work surplus situation.

• Reject a resource.

• Retrieve metrics associated with a set of attributes.

• Configure agents with different proficiency levels.

• Prevent agents from avoiding work.