Building a customer service portal. When a customer submits a query, the flow should automatically assign it to an available agent. How to achieve this scenario?
Building a customer service portal.
When a customer submits a query, the flow should automatically assign it to an available agent.
How to achieve this scenario?
***Edited by Moderator Marije to change type from Pega Academy to Product***
Accepted Solution
Updated: 12 Jul 2024 10:25 EDT
Eclatprime Digital Private Limited
AU
Hi @SagarS98,
You can achieve this by creating a routing on assignment choosing the use business logic option.
In that select the Route based on avalilability and skill set, give work group.
For your reference, I am attaching the screenshot
Hope it helps,
Thanks
Regards
Raja
Infosys Limited
IN
In the routing logic of the assignment, choose the custom routing and add the routing activity which fetches the operators with the required skills. Then in the second step get the list of available operaors using the d-page D_AvailableOperators. Loop over the operators with required skills and if operator matches with anyone of the available operator then route the case to that operator.
Maantic Inc
IN
You can use Pega's OOTB router ToLeveledGroup where you have to pass the workgroup and skill as params. It'l route 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.
Accepted Solution
Updated: 12 Jul 2024 10:25 EDT
Eclatprime Digital Private Limited
AU
Hi @SagarS98,
You can achieve this by creating a routing on assignment choosing the use business logic option.
In that select the Route based on avalilability and skill set, give work group.
For your reference, I am attaching the screenshot
Hope it helps,
Thanks
Regards
Raja