Event 1035

[Former Member]

Hi,

What is the purpose of event 1035, re prioritizing work-items, when in fact this field is not even available to the agents in the ICWC in CRM?

regards,

M.

[william_eastman · Accepted solution]

Event 1035 is executed when the manager maintains the worklist via FPWLM.  It is also called when agent accesses item in ICWC to check if it has already been paid and if it should not be worked any more.  The processing via FPWLM enables the manager to re-rank the items based on current statuses vs those processed during creation.

[Former Member · Accepted solution]

Hi Bill,

Thats what I mean, even if the manager reranks by having a logic in the event. This is never reflected on the list of the agents, is it meant only for the manager to reassign or escalate a work item if required?

Thanks!

M

[william_eastman · Accepted solution]

Mario:

the ranking should be reflected in the sequence by which the new items are given to the agents after this re-ranking.

regards,

bill.

[Former Member · Accepted solution]

Hi Bill, then is this useful only for the workitems that havent been released to the agents yet?

M.

[william_eastman · Accepted solution]

I dont agree.  It is called whenever a manager accesses a worklist, released or not.  Even released worklists can be resorted.  I cannot give you the use case - but it is possible.

[Former Member · Accepted solution]

Bill, do you know if this event is called in any other point besides FPWLM?

[william_eastman · Accepted solution]

Nowhere else that i am aware of