Question
Virtusa Technology Service Company
IN
Last activity: 24 Jun 2022 8:10 EDT
How should i trasnfer the case to B operator when A operator is not available
Suppose A operator is on leave for couple of days, in those days whatever the A operator can receive the transfer cases and special assign cases those should be automatically pass to B operator. How can i do ?
For this we have availability option under work tab in our operator, it's not assigning automatically. Is there any OOTB functionality Rules for activity?
Accepted Solution
Updated: 24 Jun 2022 8:10 EDT
Pegasystems Inc.
IN
@AnushaP1329You can use OOTB function "checkForSubstitute" to get the substitute operator if operator is not available. If operator is available, it would return the same operator.
Updated: 24 Jun 2022 8:10 EDT
T- Systems ICT Private Limited
IN
Hi @ANUSHA,
Operator A has to set .pyUnavailableFrom and .pyUnavailableTo values in his operator profile.
In process, we have to write a when condition to check if current date falls between .pyUnavailableFrom and .pyUnavailableTo
if yes, then tranfer to operator B.
if no, then transfer to operator A.
To transfer the assignment,
1. user work-.pxTransferAssignment activity (or)
2. in the assignment shape, use routing options by passing the pyUserIdentifier through a property dynamically
Accepted Solution
Updated: 24 Jun 2022 8:10 EDT
Pegasystems Inc.
IN
@AnushaP1329You can use OOTB function "checkForSubstitute" to get the substitute operator if operator is not available. If operator is available, it would return the same operator.