Questions can be automatically allocated by the system, or allocated by staff members to a specific staff member or the pool
Allocation by the system is done according to the Allocation regime specified in the Request form in use
Unallocated questions can be monitored in the Unallocated questions open question screen (unallocated questions are easily identified as they have no staff id associated with them)

Every question is allocated as it enters the system, either to a specific Full user, or to the unallocated questions pool.

In the case of questions entered by staff, the last field on their New question screen asks them to make a decision about allocation of the question (with the default value being set by the Request form).

In the case of questions coming in from the client interface, or email importing, they are allocated according to Allocation parameters defined in the Request form used to enter/create the question.

Questions can be reallocated at any time using the Reallocate function in the question action box.

Questions in the unallocated questions pool, are automatically allocated to the first staff member to record work on that question – in other words, starting work on a question means that you have taken responsibility to finish work on the question (or reallocate it to someone else who will finish it).

When a question is closed, the allocation information is retained so that, if the client asks for the question to be re-opened, the same staff member will be asked to deal with the request.

If you close a question for which you are not currently recorded as the allocated staff member, the system will automatically reallocate the question to you as it closes the question (because you have taken the ultimate responsibility for that question by closing it).

Automatic allocation using the allocation regime

When questions are auto allocated:

Staff with Availability No are excluded (questions are never allocated to unavailable staff)
The system then discounts all staff who do not match the Location or Request type you choose at Allocation type
It then discounts all staff who do not match your Allocation method selection (the levels of staff to be taken into account)
It then keeps only the staff members with the lowest number of open questions allocated to them
If more than one person qualifies for allocation, the question is allocated to the staff member who has not been allocated a question for the longest period of time

When a question is allocated by the system it determines which staff member a question should be allocated to by using the allocation regime specified in the Request form used to enter the question, or as overridden by the staff member in the New screen. Allocation regime uses type and method components.

Allocation type :

System allocates evenly across the whole system – used where everyone in all branches co-operates to run one system.

Location allocates according to the Staff location the question was received at – used where different locations generally look after their own workloads, especially if you have staff in different time zones or if you have separate or semi-autonomous organisations or teams sharing one RefTracker system.
The Staff location where a question is received can be selected when Staff enter questions on behalf of the client (it defaults to the Staff member’s own location), or when a question is entered by the client it is set according to the Staff location associated with the Client’s location (as defined by System>Location),or by any Staff location built into the form if there is only one Client location configured.

Request type allocates according to the request type of the question – used where workload is looked after according to areas of specialty e.g. local history, reference and document delivery.

Allocation method :

Hierarchic method is used where Regular users answer the bulk of your questions, and your Supervisors and Administrators only answer questions specifically referred to them.

Democratic method is used where Regular users and Supervisors contribute equally to answering questions, but your Administrator only answers questions specifically referred to them.

Egalitarian method is used where everyone in your organisation contributes to answering questions equally. This is generally the method chosen for smaller request answering services.

Supervisor method is used where all questions are allocated to the Supervisor.

If the system cannot find an appropriate staff member to allocate the question to, it will allocate it to an Administrator who can then allocate the question manually.