Sort Get next work based on order of the skill mentioned in the operator profile
Requirement: The user should be able to fetch assignment in the same order as mentioned in user profile. User can have different role/Skill and those role/skill would be listed in a particular order in operator profile. Now, when user does gent next work then system should fetch the assignment in same order those roles/skills have been listed in the profile.
Note: The total number of roles/skills can vary and it can be max 500. Also, a single user can have up to 50 different roles/skills.
Please let me know if anyone has any idea of the design/implementation. Thanks in advance!
Pegasystems Inc.
IN
Hello,
Please find below steps to route an assignment to Skilled operator.
Hello,
Please find below steps to route an assignment to Skilled operator.
- Create a Skill rule (Rule-Admin-Skill)
- Specify range from Low to High [high score represents the highest level of proficiency with the skill].
- On the assignment properties
- specify type - WorkList
- routing - ToSkilledGroup [selection of operator in a workgroup is random, and takes required skills into account]
- routing - ToLeveledGroup [selection of operator in a workGroup is prioritized by load and skills]
- specify a workGroup to pick an operator
- The input value for either workGroup or Operator should be specified in quotes, when used in routing
- Operator specified may have any number of skills with an appropriate rating defined.
- specify the skill, level and mark as required
- If the operator has a rating that is equal to or above the level required by the assignment, that operator can be chosen by the router
- If a skill is not set to required the requirement won't be satisfied.
- specify a workGroup to pick an operator
- Define & configure a service level rule to Notify skip level workparty on passed dead line time.
- specify type - WorkList
-
also, by default the API "Toleveledgroup" looks for the operator who has least work else assign it to their manager.
Express Scripts
US
The assignment is in workbasket and should not be routed to any operator's worklist. The sorting should be done when user does the get next work from UI.