Question
JPMC
IN
Last activity: 2 Aug 2023 12:26 EDT
Percentage based routing for case sampling
We have a requirement to send minimum percentage of cases for review based on user review level.
Here is the scenario
We do have the mapping for each operator with review level
| Operator | Review Level |
| TestUser-A | 1 |
| TestUser-B | 1 |
| TestUser-C | 2 |
| TestUser-D | 3 |
For each level, We have the routing percentage
| Review Level | Percentage |
| 1 | 50% |
| 2 | 30% |
| 3 | 10% |
To implement this solution, We have used the OOTB dynamic percentage based routing flow shapes.
But using this approach, It's considering the percentage on review level volumes, not on individual users processed case volume level.
i.e. User and A & B both having the same Review level - 1.
User A processed 10 cases
User B processed 2 cases
We have a requirement to send minimum percentage of cases for review based on user review level.
Here is the scenario
We do have the mapping for each operator with review level
| Operator | Review Level |
| TestUser-A | 1 |
| TestUser-B | 1 |
| TestUser-C | 2 |
| TestUser-D | 3 |
For each level, We have the routing percentage
| Review Level | Percentage |
| 1 | 50% |
| 2 | 30% |
| 3 | 10% |
To implement this solution, We have used the OOTB dynamic percentage based routing flow shapes.
But using this approach, It's considering the percentage on review level volumes, not on individual users processed case volume level.
i.e. User and A & B both having the same Review level - 1.
User A processed 10 cases
User B processed 2 cases
With the above design, system is combining the volume (12) for same review level; out of them 50% cases routed to review.
In this scenario, some times system considering the 6 cases which is processed by User A as it's a random selection handled by PEGA.
Due to this we are unable to achieve the user based review level percentage routing using PEGA OOTB feature.
Can you suggest the best way to implement this scenario?
Thanks,
Naga