Service Request Assignment Logic – (Decision Engine)

-      Service request assignment is based on levels added to each “Room type – Comment” combination.

-      Following levels can be set for each room type – comment combination:

1) Assigned Supervisor

2) Assigned Employee

3) Critical Task Supervisor

4) Coverage Area Supervisor

5) Coverage Area Employee

6) Any Supervisor

7) Anyone logged in

While sending service request to supervisor (based of assigned levels), following condition is always considered:

1) By Assigned Supervisor – When “By Assigned Supervisor” level is chosen, then the service request is sent to online assigned supervisor. If that supervisor is offline then next level considered.

2) By Assigned Employee – When “By Assigned Employee” level is chosen, then the service request is sent to online assigned Employee. If that employee is offline then next level considered.

3) By Coverage Area Supervisor –

a.  When “By Coverage Area Supervisor” level is chosen, then the service request is sent to online assigned supervisor who belongs to the coverage area.

b.  Round-Robin method will be used when multiple online supervisors have same coverage area.

c.  If supervisor associated with assigned area is not then next level is considered.

4) By Coverage Area Employee –

a.  When “By Coverage Area Employee” level is chosen, then the service request is sent to online assigned employee who belongs to the coverage area.

b.  Round-Robin method will be used when multiple online employees have same coverage area.

c.  If employee associated with assigned area is not online then next level is considered.

5) By Any Supervisor - When “By Any Supervisor” level is chosen then:

a.  The service request is sent to all online supervisors

b.  If all supervisors are offline, then next level is considered.

6) By Anyone logged in – When “By Anyone logged in” level is chosen then service request is sent to all online supervisor

7) By Critical Task Supervisor –

a.  When “Critical Task Supervisor” level is chosen, then the service request is sent to critical task supervisor. If that supervisor is offline then next level considered.

b.  When supervisor logs-in to app, he will be prompted as “Are you the Critical Task Supervisor for this shift”, if supervisor taps on “Yes” then the supervisor will be treated as “Critical Task Supervisor”.

c.  Round-Robin method will be used when multiple critical task supervisors are available.

If all levels failed (i.e. no one is online) then:

a.  The service request is sent to assigned supervisor (if assignment is associated with room).