I have a customer need for Pega 8 where they need to be able to manage work queues on other operators. They are used to changing skills in Pega 7 on other operators and need the same functionality in our upgrade to Pega 8 but for work queues. We are looking for an enhancement to provide an out-of-the-box solution to our customer. It is puzzling why Pega 7 makes skills management on other operators available but not work queue management on other operators, and Pega 8 does not provide this functionality. The customer need is legitimate as SLA's and urgency will not solve the problem, which I can discuss outside of this forum if needed.
This is the second of two product enhancements I had entered to better clarify from the original question. If this one and the Skills one can both be referenced in the enhancement request you entered, I think that could work.
Posted: 3 years ago
Posted: 28 Nov 2018 16:59 EST
Marissa Rogers (MarissaRogers)
Senior Knowledge Management Specialist