Available in Version 3.0 and up
The Reimbursement feature assigns users additional records to compensate them for records that are either rejected or reassigned.
Defining Rejected Records
Before you can reimburse rejected records, you must define what a rejected record is.
- Navigate to the Kubaru Console and click on the Settings tab.
- In the Object Settings section, select an object and click Edit.
- Check all status values that correspond with a rejected record in the Rejected [Object Name] Status Values field and click Save.
Setting Up Reimbursement
Reimbursement settings are configured on a router-by-router basis.
- Navigate to a Kubaru Router and click Edit.
- In the SLA section, check Reimburse [Object Name].
- Select whether records should be reimbursed when reassigned and/or rejected.
- Enter a time limit for the maximum length of time during which records can be reassigned. You can select one or more schedules in the within context of section if you only want to count elapsed time during work hours.
- If you’ve included the “Reassigned” scenario, you can optionally specify whether automatic Kubaru Reassignments qualify for reimbursement. We do not recommend enabling this, as this can lead to a reimbursement loop if a recipient is consistently not working their assigned records.
- Click Save.
Change made to these settings will not impact assignments that have already been made.
Users that qualify for reimbursements will be added to the router’s Priority Queue. The Source column in the Priority Queue indicates will state either “Reimbursement (Rejected)” or “Reimbursement (Reassigned)” to indicate why the user was added.
Once the reimbursement is made, the assignment log will indicate that it was a reimbursement, and why.