c.Support Community

Right now we have multiple sites and the techs there share the same skills as techs at the other sites.  We really use the Location-Skill based routing quite a bit.  Why can't location data be stored on the customer record?  Instead we are forced to set this default at the EUD level.  This means for each site I need to setup a separate EUD with the default location set for each. 

It would be nice to use one EUD.  The EUD would use the customers location infomation for the Location-Skill based routing.

 Hi Jason,

To accomplish what you are trying to accomplish you'll need to define a customer group for each support location.  As you define each customer group you'll see a default location drop down that lists all of your support rep locations.  Once you've defined all of the customer groups you need to set the customer's support location, you'll select the primary group that indicates the support location on each customer record.   This can also be done at a company level, but if you're using AD integration the company value comes from AD so you'll probably have to do it on a customer by customer basis.  Once this is done, a ticket submitted via your EUD will first look to assign the new ticket to a skilled rep for the category selected at the support location that matches the support location associated with the customer's primary group.  If no skilled support rep for the category is available at that location the default assignee selections you made for your EUD will be applied.  Hope this helps.  If you run into anything you have questions about as you look in to this further, my direct number is (360) 397-1041 or you can just call or main support line and speak with one of our support reps.

Darren

I just attempted to do this with one of the support reps, and could not get it to work.  Do we have to use set the load balance method on the EUD to "skill based", and then let the location stuff do it's work automatically?

I would appreciate a little bit of help on this.

TIA

 Hello Carl,

If you want tickets from your EUD to route to different help desk locations based upon the location your end users (customers) are linked with through their primary customer groups you need to set the Load Balanced Routing Method to either "By Location" or "By Location By Skill".  Selecting the by location option would mean that a customer's location would be matched to the support techs for their locations and the available tech with the lightest load at that support location would get the new incident.  All of the techs at the location who are available at the time the incident is submitted would be considered regardless of skill.  If you select by location by skill the same location match would happen so that only techs for the customers support location would be considered, but the list of available techs at the locations would be filtered based upon the category the customer had chosen for their ticket.  If the category the customer selected had defined support reps on it the load balancing calculation would only apply to those skilled techs.  If the category selected did not have skilled reps against it the load balancing calculation would consider all available techs at the location like just like the by location routing.

Please feel free to open a ticket with our support team if this is not what you are seeing after configuring this in your environment.

Darren, it is not what I see, and I spent about an hour and a half with Jo (I think it was) on the phone last Thursday.  As near as we could determine, if they entered the ticket via an EUD, and we didn't allow them to override the default location, it went to whatever location was set as the default in the EUD setup screen, and then load balanced to that location.  If we allowed them to override their location, it would then go to where they selected, and load balance there.

What did not happen is that they EUD does not auto-populate with their location so, there is no way to make sure that they person's ticket goes to the correct location unless they so choose otherwise, which is what I desire. 

Does that make sense?

 Did the end user(s) you used to test this have primary customer groups that were linked to the thier support location?  The location field on the customer record is not used to determine the support location.  The location defined in each customers primary customer group is used.  If a customer doesn't have a primary customer group, the primary customer group linked to a customer doesn't have a support location identified, or there are no available reps at the location linked the customer's primary group the default support location defined for the EUD used would be used as you have described.

If you like to go over this real quick with me please feel free to call me at (360) 397-1041.  If it's not working as it should we'll get it to our dev team to get it fixed.

Just wanted to post a thanks to Darren.  The problem was not a super tough one to solve, but require him knowing exactly where to look, and he found it. 

For us, while we had the users from the company in a group, and the group had a location, the company was not recorded as using the group as a *primary* group, which is what enables the routing.

Thanks for the help Darren, and for clearing it up.

I think you may want to pass on to the dev team that if a Company is created by adding it to a group, it should probably have that group be the primary association by default unless there is a compelling reason otherwise.