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Ticket scoring allows you to give tickets a prioritization that should be paid attention by the optimizer. Dependent on the score points certain categories of a ticket can have much points or less points and are treated by the optimizer differently. Eg. tickets with more points will be scheduled more prioritized, than tickets with low points score. Finding the right balance here can help you achieve your company goals better, tailored to your specific business needs.

The optimizer works out of the box, but giving him additional input from the Fieldcode Admin panel, helps to optimize even better.

You can create and edit Ticket scorings in this menu.

Expand the menu by clicking the expand arrow in the Navigation  OR click directly on the Dispatch symbol to reveal all options of Dispatch configuration.

Go to Dispatch → Ticket scoring

  1. Click on the plus button to open the New rule form.
  2. Fill in the New rule tab.

Decide first if your new rule should be set to active in the system.

After that you start to select a score source from the table and compare it with a value.

In the final step you select a score value from 1 to 10.

The higher the points, the higher the prioritization of the optimizer.

Score: Defines a condition for your scoring criteria.

Operator: Compares the condition with the comparison (IS EQUAL TO, IS NOT EQUAL TO, IS LIKE, IS NOT LIKE).

Comparison Value: Defines with which value the condition is compared.

Do not forget to click Save after you gave the points for your criteria.

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