QBE plan to use Pega’s intelligent routing feature for the work allocation requirement in Phase 2 of their North Star program. After going through community articles and the code of the below 2 components in the system, what they understand is it follows the algorithm using Work-ToLeveledGroup activity (which calls @piclBalancedOperator() function) in order to select the correct operator.

https://community.pega.com/support/support-articles/toleveledgroup-routing-acitivty

https://academy.pega.com/topic/push-versus-pull-routing/v1

https://community.pega.com/sites/default/files/help_v63sp1/Content/definitions/i/intelligentrouting.htm

However they have a requirement which goes beyond this i.e. they need to group the user based on their workgroup & Branch and then need to maintain individual level volume loading capacity for each operator. Please see example.

So even if the current algorithm determines User B to be the person to be allocated based on the skills and availability, if User B is maxed out with his individual capacity (say for example 4 cases max to suit his 40% loading), then the case should be allocated to the operator who has the least load in that group of workgroup and branch matching the skills and has not maxed out his own capacity yet. So in this example it should be allocated to User A.

In order to achieve this, they would have to customise the @pickBalancedOperator() java function which they would prefer not to because –

• The cost, effort & timeline associated with the analysis to understand and then customize the out of the box algorithm.
• Customization is not recommended as per Pega’s best practice and it is against the Pega guardrail.
• Maintenance would be too difficult.
• Pega upgrade will become lot complex with each customization of rules. We do architecturally want frequent Pega version upgrade as and when a new version comes up to be always on the latest technology.

Is there an alternate solution component available in Pega 8.6 to cater to the limitation of the out of the box skill based routing feature to these requirement?  If not is there any plan to update the skill based routing feature in coming Pega releases?