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Question

 Dilipan Venkatesan (DilipanV105)
Atos Syntel
Consultant
Atos Syntel
IN
DilipanV105 Member since 2012 148 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
Closed
Solved

Assignment Routing - more than one user available with the required skill level

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 ?

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  • raviteja busetty

Accepted Solution

Posted: 7 years ago
Posted: 31 Oct 2017 13:16 EDT
Madhuri Arugula (arugm)
PEGA
Principal Cloud Development Engineer, Platform Deployments
Pegasystems Inc.
IN

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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