Skills and levels: send hard work to the right person
Chapters
A skill says who can do a piece of work, but it does not say who is ready for the hard version of it. This guide shows how to grade your people, limit how much each person holds, and make sure a difficult task only reaches someone at the right level.
Your skills
Skills live on the People page, under Skills. Each one has a plain name and a short description, and the list shows who holds it. It also flags any skill that nobody has yet, because work that needs that skill has nowhere to go.
Grading your people
Open anyone and set each of their skills from one dot to five. Two people can both do technical support while only one of them is ready for an outage, and the level is what lets the engine tell them apart. Higher levels receive matching work first.
Limits and how work is handed out
You can also set how much one person can hold at once. When they are full, new work goes past them to the next person, so nobody ends up with a backlog they cannot clear. On Live ops you then choose how work is handed out. Best match gives each task to the person with the highest score, while Balanced sends close calls to whoever has less on.
A minimum level for hard tasks
When you create a difficult task, set a minimum level for the skill it needs. The form counts how many people can still take it before you press Create, so you know straight away whether anyone qualifies. Anyone below the level is ruled out, however free they are.
Why it went to that person
Every choice is written down. Open the task and follow the link to its decision: everyone considered is listed, and the people below the bar are struck out with the reason beside them. The matching overview explains how scores are worked out.
The next guide covers task deadlines, and what happens when nobody answers.
Transcriptthe full narration, 9 paragraphs
An outage task went to someone in their first week. They had the right skill, but not yet the experience to handle it.
Start on the People page, under Skills. Each skill has a plain name and a short description, and the list shows who holds it. It also flags any skill that nobody has yet.
Next, grade your people. Open anyone and set each skill from one dot to five. Two people can both do technical support while only one of them is ready for an outage.
You can also set how much one person can hold at once. When they are full, new work goes past them to the next person.
Then choose how work is handed out. Best match gives each task to the person with the highest score, while Balanced sends close calls to whoever has less on.
For a difficult task, set a minimum level. The form counts how many people can still take it before you press Create.
Now create the task, and it is offered to the right people straight away.
Open the task and ask why it went to that person. Everyone considered is listed, and the people below the bar are struck out with the reason beside them.
Skills say who can do the work, and levels say who is ready for it. The next guide covers what happens when nobody answers.