Using the Attribute-based Matching feature, Work Assignment finds the most suitable resources to assign work. To find resources for your work, you must define a set of attributes and send a work request to Work Assignment.
Attributes describe the type of work that a resource can handle. The following are a few examples of attributes:
Knowledge of a particular language
Capability to work on a particular channel
As the first step in matching work and resources, Work Assignment uses attributes to filter resources who have the required knowledge and skills. After filtering the resources, Work Assignment uses its strategies, Resource Selection Strategy and Work Selection Strategy for resource selection.
For matching and reporting, Work Assignment considers one or more attributes together.
