Operators

For tasks to be automatically assigned to a bank employee, operator profiles must be created in the system. These operator profiles hold information like the system user, whether they are on holiday or not, the last task allocation date, competence level, and so on. Follow the steps below to create an operator profile.

Create Operators

Follow the steps below to create an operator profile.

In FintechOS Portal, click the main menu and access Task Management > Operator. The list of defined operators is opened.

  1. Click Insert to add a new operator and fill in the following information:

    • Name: The name of the operator.

    • Security User: The security user assigned to this operator.

    • In Holiday: Tick the box if the operator is in holiday.

    • Last Task Date: The last date when the operator was assigned a task.

  2. In the Operator Replacements section, click the Insert button to add an operator that would replace the current one in case they are not available. Fill in the following information:

    • Name: Enter the name of the replacement operator.

    • Operator: Pick a replacement operator from the available ones.

    • Queue: Pick the queue for the replacement operator.

    • Replacement Operator: Enter the replacement operator.

    • Profile: Pick a profile for the replacement operator.

    • Valid From Date: Enter the date from which this operator is a replacement.

    • Valid To Date: Enter the date until which this operator is a replacement.

  3. Click the Save and reload button.

Allocate Operators

  1. In the OperatorXQueue section, click Insert to add one or more queues to the current operator. Fill in the following information:

    • Name: Enter the name of the queue.

    • Queue: Pick the queue.

    • Operator: Pick a replacement operator from the available ones.

    • Competence Level: Select the competence level of the operator.

    • Last Allocation Date: Enter the last allocation date.

    • Max Active Item Allocation Number: Enter the maximum number of tasks that can be allocated to this operator.

    • Item Count: Enter the number of tasks allocated to the operator

  2. Click the Save and close button.

  3. In the Profiles section, click the Insert existing button to insert a profile for this operator.

  4. Click Save and close. The operator is created and is available in the list.

NOTE  

After the filter criteria are applied and, multiple Operators remain equally valid to receive the task automatically, the workload (the number of active or returned tasks) is compared and assigned to the team member with the lowest workload.

If there are at least two members with the same workload, the system looks at the timestamp of the last request allocated to each of the members, and allocates the request to the user who has the oldest request out of the two.

All assignments are made at the same queue level.

This is applicable for Task Management version 4.1.

IMPORTANT!  
For optimal performance, we don't recommend operators to be allocated to multiple queues of different types. The information within Display Info is displayed as new columns in the dashboard grids and such multiple allocation would result in many columns that clutter the operator's grids.