Skill based Routing
Hi,
My requirement is to route an assignment to an operator based on Temp 1 and Temp 2 values with below specific skill levels(PFA):
We tried ToSkilledGroup and ToLeveledGroup router activities but we cannot able to give skill level as ranges(i..,Skill 1-2 or Skill 3-5).Is there any other OOTB functionality to achieve this or do we need to do any cusstomization?
Accepted Solution
Updated: 29 Mar 2023 5:36 EDT
CGI
IN
Hi @MahesanVasudevan
If we create different skill names, the logic you have provided above will be helpful.
But instead of creating multiple skill names and also our requirement does not align with that, we implemented another one simple approach where we created a new function customizing pickBalancedOperator(also we can add condition if we want to define skill level as ranges in pickBalancedOperator function itself) and defined a property storing TO Skill level value(PFA) and used this function in ToSkilledgroup activity.
Hence ,with above approach we can route assignment to an operator in a workgroup with required skill name and provided skill level ranges.
Pegasystems Inc.
GB
Hello @ThivyaGR
There is no OOB router activity to achieve complex routing such as this. But I can suggest the following design to achieve your use case.
- Create a decision table (or tree whichever is easier configure) to compare Temp1 and Temp2 properties and return one of these result based on the logic: Skill 1-2, Skill 2-3, Skill 3-4, Skill 4-5, Skill 6-7, Skill 8 or Skill 9-10
- In the flow add a decision shape and use the table created in step 1.
- You'll get 7 connectors originating from the decision shape and for each of them add a separate assignment shape.
- For all assignments, configure the same flow action but different routing configuration with ToSkilledGroup routing.
CGI
IN
Thanks for your input. For an instance, when the decision table results in Skill 3-4,the assignment will be routed to an operator with skill level equal or higher than given skill level mentioned in the assignment but as per our requirement, we have to route the assignment to an operator having skill level that ranges only between 3 to 4 not higher than that.
Bits in Glass
IN
@ThivyaGR I think, within pega we can define a single skill value for value ranges.
Eg:-
1-2-> 1
2-3-> 2
3-4-> 3 etc.
So based on the range decision table will return a single value. Then we can use single skill value to toskilledgroup. So we are using there business rules and we converting that in a way pega can understand.
Pegasystems Inc.
GB
You are right about the logic, where the skilled router doesn't just restrict the skill search between a range but it picks everything >= a particular skill value. To work around this behaviour you can configure the skills differently for operators.
If you were to have same skill name for all operators you will end up with the said logic. But lets say you have the following skill names (skill groups actually) and associate operators accordingly, it might work for you. Here is an example
| Pega Skill Name | Business Skill Name | Skill Rating |
|---|---|---|
| Level 1 | Skill 1 -2 | 1 |
| Level 2 | Skill 2 - 3 | 1 |
| Level 3 | Skill 3 - 5 | 1 |
| Level 4 | Skill 4 - 5 | 1 |
| Level 5 | Skill 6 - 7 | 1 |
| Level 6 | Skill 8 | 1 |
| Level 7 | Skill 9 - 10 | 1 |
In the assignments you would configure only Pega Skill names, Skill ratings are irrelevant with this configuration.
Accepted Solution
Updated: 29 Mar 2023 5:36 EDT
CGI
IN
Hi @MahesanVasudevan
If we create different skill names, the logic you have provided above will be helpful.
But instead of creating multiple skill names and also our requirement does not align with that, we implemented another one simple approach where we created a new function customizing pickBalancedOperator(also we can add condition if we want to define skill level as ranges in pickBalancedOperator function itself) and defined a property storing TO Skill level value(PFA) and used this function in ToSkilledgroup activity.
Hence ,with above approach we can route assignment to an operator in a workgroup with required skill name and provided skill level ranges.