Question
Capgemini
IN
Last activity: 2 Sep 2020 4:55 EDT
Pega Email Bot Intelligent routing
When a duplicate email case is identified,it should route to different work queue i.e depending upon an existing email content, subject and from address against an Interaction case, a new interaction case should not be created in the same work queue.Can anyone help me to solve this?
***Moderator: Pallavi to update platform capability tags, change category from Pega Academy to Product***
Pegasystems Inc.
IN
By Interaction case, do you mean InCorr case or Email triage case?
Pegasystems Inc.
IN
If it's Email Triage, one way I can think of is adding a duplicate check in pyPreTriage flow and if duplicates, move the assignment to another work queue.
Adding duplicate check -
Step 1 - Add a Case Match rule in Work-Channel-Triage pyDefault case type
Step 2 - Add appropriate logic in Case match rule
Step 3 - Use pyDuplicateSearchCases activity in pyPreTriage flow and if output of the activity is a list of cases, move the assignment to another work queue.
This is an interesting usecase and one that might be handy for OOTB as well. Can you delineate your exact usecase so I can enter a feedback in the system. Thanks.