Urgency threshold
Hello!
For each operator's worbaskets we can set an urgency threshold. As we think, it should ban routing of all cases with urgency that is lower than predefined in urgency threshold. This functionality is described in Pega Help. However, the configured operator still receive all cases(even with lower urgency threshold). We work with Pega 7.1.8
Can someone describe for us how should it work? Few examples of urgency threshold usage would be great for us.
Thank you for your time!
Pegasystems Inc.
US
You said "routing". Did you mean GetNextWork instead?
Assignments are routed to Workbaskets - some low urgency some high.
Workbaskets are defined on Operator records - associated to each WB is a Threshold.
Your expectation is that an assignment should not be returned at all if the Urgency is lower than the Threshold for a given WB.
Recommend looking at and possibly overriding the GetNextWork and/or findAssignmentInWorkbasket Activities.
If I recall correctly Thresholds only apply to the first pass when checking for WB assignments. I could be wrong - I did not look at the code before posting this.