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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

Hi 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.

 

OK Thanks @Phil Seifert Phil,

So it’s not used with the SA auto assignment process (document : Automatic SA Assignment ?)
only the DSE ?

Regards

anthony

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.

 

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