Question
ING
NL
Last activity: 21 Jan 2025 12:38 EST
Email Interaction--> My work queues
Team,
We have a requirement to implement the email interaction cases to work queue, created a email channel, In behavior-->Intelligent routing--> we specified as create case , When Topic with condition and routed to the work queue , Here once after creating the case, i couldn't able to see the created item in the CS portal--> "My work Queue'
The same when i route to operator this is working fine .., Could you please help us how to do the configurations for Work queue. we are using 24.2V
Accepted Solution
Updated: 21 Jan 2025 12:38 EST
ING
NL
@KishoreKumarMadduri i created a new work queue, i added this to my operator and updated in the channel interaction as well. Now after creating a case this is getting loaded to my work queues.
Pegasystems Inc.
CA
Are you able to see the cases in Assign-Workbasket? If not, I hope you can trace it by performing a Test from the Email Channel to ensure it's routing to WorkQueue based on your Intentillgent Routing.
Evonsys
IN
please refer to the link, similar discussion might be helpful https://support.pega.com/question/how-do-i-keep-users-not-assigned-case-being-able-click-go
Accepted Solution
Updated: 21 Jan 2025 12:38 EST
ING
NL
@KishoreKumarMadduri i created a new work queue, i added this to my operator and updated in the channel interaction as well. Now after creating a case this is getting loaded to my work queues.