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 Dilipan Venkatesan (DilipanV105) Atos Syntel Consultant
Atos Syntel
IN
DilipanV105 Member since 2012 145 posts
Atos Syntel
Posted: Oct 30, 2017
Last activity: Nov 14, 2017
Posted: 30 Oct 2017 10:28 EDT
Last activity: 14 Nov 2017 11:28 EST
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Assignment Routing - more than one user available with the required skill level

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When routing an assignment on the basis of skill level, if the system finds more than one user with the required skill level, to whom will the assignment be routed ?

Low-Code App Development
raviteja busetty

Accepted Solution

Posted: 5 years ago
Posted: 31 Oct 2017 13:16 EDT
Madhuri Arugula (arugm) PEGA Principal Cloud Development Engineer, Platform Deployments
Pegasystems Inc.
IN
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Hi,

Routing an assignment on the basis of skill level to an operator is based on the activity that you chose to. 

1. ToSkilledGroup- Selection of Operator in a workgroup is random, and takes requisite skills into account while routing to the operator. 

2. ToLeveledGroup - Routes the assignment to the workgroup operator who is best able to handle a task. This activity considers the routing characteristics of Availability, skill (requisite only) and least urgent worklist.

You can probably go through the forum which has the discussion related to routing - https://collaborate.pega.com/discussion/skill-based-routing

Hope this helps.

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