Hi
Could you please explain the goal of the field Backup agent in the Employee transaction ?
and if this field is still used in automation process in Alliance like : Approval ? Auto assignment ? other ?
Thanks and Regards
Solved
Field Backup Agent
+11Best answer by Phil Seifert
Hi Anthony,
Backup agents can be used for Automatic SA Assignment per the referenced document but of course the backup should have the skills needed to match the job.
+23Hi Anthony,
First the definition from the documentation:
Generally, this is used when the primary agent is not on shift or vacation or otherwise away. It is also mentioned in section 33.1 Service Agent and DSE of the GN-06 - Employees.pdf so presumably the DSE also takes this into account when scheduling should it determine the primary agent is not available.
+11OK Thanks
So it’s not used with the SA auto assignment process (document : Automatic SA Assignment ?)
only the DSE ?
Regards
anthony
+23Hi Anthony,
Backup agents can be used for Automatic SA Assignment per the referenced document but of course the backup should have the skills needed to match the job.
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