Is it possible to do skill based routing in a round-robin fashion?
I want to assign work to operators in a certain workgroup based on their skills and as well as in a round robin way. What I mean by that is, if an operator X gets work and completes the work I want to be able to pick the next operator Y in the workgroup and not the same operator X because there is no work in the queue. RUG pickbalancedoperator won't work because it doesn't take history into consideration. It only takes current workload, urgency, multiplier etc. Has anyone done this before? I would like to hear your experience around customising RUF (pickbalancedoperator).
Nothing OOTB but you need to query on operator's finished assignments and rank them and assign accordingly. May be have a property on operator page and increment it when user finishes a task ? Expose this property and in routing, query the operators table using work group as filter and this new property in ascending order? Just an idea.