For this assignment, your will analyze the business scenario provided and develop the associated decision models according to the Decision Model & Notation (DMN). Using the decision table you create, you will review several sample request cases to validate the decision logic.

Business Scenario: Assigning Agents at Swift Support:

Swift Support provides help desk services for several mining companies in the Melbourne area. Their agents are available 24 hours a day to receive and resolve IT support issues and can provide services in several languages, primarily English, French and Ojibwe. When a request for help is received, the following criteria are used to determine to which agent each request should be assigned (criteria are in order of consideration):

1. Part of Day (morning, afternoon, evening, overnight)

2. Customer (DeBeers, Eastwood Mining, Alto Ventures, FNX Mining, Royal Nickel, Glencore)

3. Preferred Language (English, French, Ojibwe)

4. Priority Level (High, Medium, Low)

The following information is drawn from Swift Support's Service Level Agreements (SLAs) and can be used to define decision rules. Note that there may be more than one decision rule within each statement.

? DeBeers and Eastwood Mining are considered VIP customers. If any of their help requests are reported as high priority, regardless of the time of day, all agents would be assigned.

? Requests received from Glencore that are reported as high priority in the morning or afternoon are assigned to Alex, those received in the evening are assigned to Anthony.

? Requests received in the morning or afternoon (from customers other than DeBeers, Eastwood Mining, and Glencore) that are identified as high priority are assigned to either Alex or Jason. All other priority levels during these parts of the day are assigned to Laura or Jason.

? During the morning or afternoon, any requests which indicate a preferred language of French will be assigned to Jason, regardless of the priority level. During the same parts of the day, any requests indicating Ojibwe as the preferred language will be assigned to Laura.

? The evenings are handled by two agents: Anthony and Andrew. High priority requests are assigned to Anthony, whereas requests with any other priority level are assigned to Andrew.

? Both Andrew and Carol handle requests received during the overnight period. Carol is to be assigned any overnight request whose priority level is anything other than high. Andrew should be assigned to all requests with a high priority unless the preferred language is not English; those requests should also be assigned to Carol.

1. Model 1 - Decision Table

Use the template provided to construct a DMN Decision Table representing the decision logic used to determine the agent assignments for Swift Support. Your Decision Table must include:

? rule definitions as defined in the business scenario for Swift Support

? all necessary conditions (inputs) and results/outcomes (outputs)

? accurate input expressions (cells) relevant to each rule using DMN expression language

? an appropriate Hit Policy

FEEL Model Template Rule Friendly Enough Expression Language (FEEL) 1 2 3Decision Table Template Input(s) Outcome(s) Value List 1 2 3