Question
Virtusa
IN
Last activity: 23 Apr 2020 8:08 EDT
Multiple workgroup for the same operator
Hi,
I have a requirement to route the system created cases to operator worklist based on operator workgroup. If we add multiple workgroups in the operator profile. is it possible to assign to a secondary workgroup in operator profile.
What is the use of multiple workgroups in operator profile for push routing or pull routing.
Thanks,
Srikanth.
Cognizant
NL
Hi Shrikanth ,
You can add multiple workgroups to the operator but at a time only one will be active.
List will be available on clipboard System Pages->OperatorID->pyWorkGroupList
In routing logic,you can do use of pyWorkGroupList to assign work .
Thanks.
Check following screenshot
Cognizant
NL
Push Routing to a specific operator, for example: approval should be done by a manager.
Pull Routing to a workbasket, operators get the assignment by clicking "Get Next Work" button, which implements assignment/operator mapping algorithm based on the factors like work urgency, required skills etc.
Virtusa
IN
Hi Pooja,
I am using function @pickAvailableFromWorkGroup(param.workgroup, Primary, newAssignPage, tools) to route the work object to User worklist. It is considering the default workgroup all the time. Is there any way to use all the workgroups listed in user profile for push routing.
Is there way to check all the workgroups while push routing other than iterating over the list.
Thanks,
Srikanth.