Last activity: 14 Apr 2022 4:20 EDT
Load Based Routing - Not Working For Secondary Work-Group in Operator Profile and Skill Combination
We are using load based routing in our project. In our scenario same user will be having more than a single work group configured in operator profile.
Consider [email protected] operator profile configuration as below..
Work_Group_1 = Primary Group
Work_Group_2 = Secondary Group
Operator Skill Name = Skill_1
When we are passing primary work group (Work_Group_1) and skill name (Skill_1) as input to load based routing activity, system was able to pull expected result ([email protected]).
When we are passing secondary work group (Work_Group_2 ) and skill name (Skill_1) as input to load based routing activity, system was not able to pull expected result - it is returning work group manager id.
Is load based routing will not consider the operator having work group not as primary (or) because of any reason pega have this restriction.
If anyone faced same issue in project and provided any solution (or) having any solution with you... Please share that..
Thanks In Advance..