WorkItemMethod¶
Overview¶
The WorkItemMethod enum determines how a work item is assigned to a user at creation time. Choose a method that aligns with your routing goals (fairness, performance, ownership, or explicit targeting).
Underlying type: int
Member Reference¶
Random¶
Value: 0
Description:
Assign to a randomly selected eligible user.
When to use:
- Simple baseline distribution or fallback when no performance/idle signal is available.
HighThroughput¶
Value: 1
Description:
Assign to the user with the highest recent throughput under your selected filters.
When to use:
- Performance-first routing to maximize speed and volume.
Idle¶
Value: 2
Description:
Assign to a user with low or no recent activity.
When to use:
- Fairness-first routing to balance workload and reduce bottlenecks.
ProjectOwner¶
Value: 3
Description:
Assign to the owner of the agent associated with the work item.
When to use:
- Escalations, ownership reviews, or small teams where the owner triages tasks.
DocumentOwner¶
Value: 4
Description:
Assign to the owner of the document associated with the work item.
When to use:
- Creator accountability, domain expertise reviews, or document-specific workflows.
User¶
Value: 5
Description:
Assign to a specific, explicitly provided user.
When to use:
- Direct hand-offs, escalations to a named specialist, or manual overrides.
Best Practices¶
- Align the method with your SLA:
HighThroughputfor speed, Idle for balance, ownership methods for accountability. - Ensure target users exist and are enabled before assignment (especially
ProjectOwner,DocumentOwner, andUser). - Exclude self-assignment when appropriate to avoid loops and maintain objectivity.
- Pair the assignment method with an appropriate grace period and clear Info/Comment to improve agent clarity and auditability.