QBE have planned to use Pega’s intelligent routing feature for their work allocation requirement in Phase 2 of the North Star program. After going through community articles and the code of the below 2 components in the system, they understand it follows the algorithm below 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

They have a requirement which goes beyond this i.e. they want 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 below. So even if the current algorithm determines User B to be the person to be allocated based on the skills and availability, but 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 needs to be allocated to User A.

In order to achieve this, we would have to customize the @pickBalancedOperator() java function which is not their preference, because of –

• 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.

Considering all of this they wanted to check if there is any alternate solution component available in Pega 8.6 to cater to the limitation of the out of the box skill based routing feature and if not is there any plan to update the skill based routing feature in coming Pega releases?

Thank you.