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Question

 VENKATA SUMANTH KRISHNA NORI (VENKATASUMANTHKRN7364)
AMEX

AMEX
US
VENKATASUMANTHKRN7364 Member since 2015 9 posts
AMEX
Posted: Dec 10, 2015
Last activity: Dec 14, 2015
Posted: 10 Dec 2015 9:29 EST
Last activity: 14 Dec 2015 15:06 EST
Closed
Solved

How does PickBalancedOperator function randomly picks the Operator

Hi,

We have an application in which we are assigning work to operators based on skills.

Ideally operators should be assigned with work based on skills, workload, availability and also time duration of operator availability.

But the operator is getting picked up randomly and not based on time duration of operator availability.

eg:

Operator A logs in at 9:00AM and makes himself available

Operator B Logs in at 9:30AM and makes himself available

Operator C logs in at 10:00AM and makes himself available.

after 10:00AM when all the 3 operators are available, if an assignments comes in, it gets assigned randomly to any one of them. But Ideally it should be assigned to Operator A as he as was available for a longer time.

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Accepted Solution

Posted: 9 years ago
Posted: 11 Dec 2015 9:13 EST
Carissa Wenhardt (CarissaW_GCS)
PEGA
Senior Principal Engineer, Technical Support, Industry Apps
Pegasystems Inc.
US

Hi Venkata,

It does not look like the pickBalancedOperator function is designed to take the time duration of availability into account.  I checked the referencing rules and see the function is referenced by the ToLeveledGroup and ToSkilledGroup activities.  Both of these rules are available so you may be able to write a custom function that meets your needs and call that instead.

Carissa

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Posted: 9 years ago
Posted: 11 Dec 2015 12:07 EST
VENKATA SUMANTH KRISHNA NORI (VENKATASUMANTHKRN7364)
AMEX

AMEX
US

Hi Carissa,

Thank you for the confirmation. I think this could be treated as an enhancement for furture releases since the current scenario can result in one operator getting assgined with more work.

I tried customizing the PickBalancedOperator function but cant save it to "Routing" Library. Also if I customize the function, other functions are getting failed and the function is not able to recognize whether the operator is available or not.

Also I am not sure customizing this function would break the normal Skill/Workload based routing functionality.

Please advise.

Thanks,

Sumanth

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Posted: 9 years ago
Posted: 14 Dec 2015 15:06 EST
VENKATA SUMANTH KRISHNA NORI (VENKATASUMANTHKRN7364)
AMEX

AMEX
US

Hi Phani,

Thanks for the PDN articles.

But our application is using a different kind of approach. I have customized the PickBalancedOperator function.

It works for me.

Thanks,

Sumanth

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