Work Assignment selects resources for an incoming work request based on the attributes of the request and resources. However, you can exclude specific services from the selected resources by configuring the Service Excluded property of the Work Assignment resources.
You can configure the Service Excluded property through:
System default: By default, the Service Excluded value for all resources of Work Assignment is false. If you do not change this value or configure default values for individual resources, Work Assignment does not consider Service Excluded for any resource.
Default resource property: You can override the system default value and specify a different Service Excluded value for an individual resource. Work Assignment considers this value of Service Excluded for all services for the particular resource. By default, each permutation of every attribute is allowed for a given resource. For example, an agent who handles English voice calls and emails. The agent can also answer French emails, but the spoken French is very limited.
This agent has the following attributes:
Language.English
Language.French
Channel.Email
Channel.voice
The agent has the [Language.French, Channel.voice] permutation for work. The Service Exclusion allows customers to remove unwanted permutations.
Derived Service Excluded: You can set different Service Excluded values for different categories for a resource. While selecting a resource for a work request, Work Assignment considers the combinations of these Service Excluded values for different categories for the particular resource.
You can configure the default system property through Avaya Control Manager. You can also add or remove categories from the property.
You can also configure Service Excluded for individual resources through Avaya Control Manager. You must configure Service Exclusion in the Properties tab of the selected resources.
