Question
Rabobank Netherlands
NL
Last activity: 6 Aug 2024 13:26 EDT
Skill based routing based on Primary & secondary skills
WE have a scenario
we have 3 employees and below are the list of assignments with skills in a work basket.They will click get next work button to get the nect work.
Case A with skill alpha - Urgency 75
Case B with skill alpha - Urgency 70
Case C with skill alpha - Urgency - 69
Case D with skill beta - Urgency -15
Pegasystems Inc.
GB
@Siddhartha the Skill-based routing feature in Pega. You can define primary and secondary skills for each operator. When an operator clicks on GetNextWork, the system will first look for assignments that match the operator's primary skill. If there are no such assignments, the system will then look for assignments that match the operator's secondary skill. This way, you can ensure that operators first finish assignments that require their primary skills before they start working on assignments that require their secondary skills.
⚠ This is a GenAI-powered tool. All generated answers require validation against the provided references.
Exclude assignments where operator has no skill from GetNextWork
Pulling a case from workbasket uses skills?
Automated and intelligent work assignment > Work items availability
Assigning users automatically at run time
@Siddhartha the Skill-based routing feature in Pega. You can define primary and secondary skills for each operator. When an operator clicks on GetNextWork, the system will first look for assignments that match the operator's primary skill. If there are no such assignments, the system will then look for assignments that match the operator's secondary skill. This way, you can ensure that operators first finish assignments that require their primary skills before they start working on assignments that require their secondary skills.
⚠ This is a GenAI-powered tool. All generated answers require validation against the provided references.
Exclude assignments where operator has no skill from GetNextWork
Pulling a case from workbasket uses skills?
Automated and intelligent work assignment > Work items availability
Assigning users automatically at run time
Defining work routing settings for an operator
Pegasystems Inc.
CA
Configure the Workbaskets and urgency threshold based on your requirements in the operator profile (attached screenshot).
The Urgency Threshold use during a first pass through the list. The urgency must be above the listed threshold to be considered. If needing a second pass the threshold is ignored.When multiple work queues are listed on a user operator record, the work queues are processed from top to bottom. If you configure an Urgency Threshold for the work queue, then assignments with an urgency above the defined threshold are prioritized. Lower urgency assignments are considered after only all applicable work queues are emptied of assignments with an urgency above the threshold. If Merge work queues is selected, the listed work queues are treated as a single work queue.