Question
ANZ
IN
Last activity: 30 May 2018 9:42 EDT
picking up Balanced operator details for routing
Hi All,
We would like to use Skill based routing based on user workload ( using PickBalancedOperatorId) to assign the cases dynamically to the users directly instead of workbaskets.
Parameters to be considered for routing
1) Skillsets
2) Present / Absent info - Critical (Operator's Availability)
3) WorkLoad ( As per Pega OOTB , based on past goal and past deadlines).
Additionally-
4) Shift timing of the user
5) Subject line to process to skillset mapping
We would like to know the experts advice and if any real time issues with this functionality.
Regards,
Sree
***Edited by Moderator Marissa to update categories***
Pegasystems Inc.
IN
Hi
Shift timing i guess can be clubbed with the Operator Availablity feature.
However I am not too clear about what you meant by the Subject line to process skillset mapping.
Can you please elaborate?
Tcs
IN
Let me try to elaborate the "Subject line" - If the Pega app is supposed to do an email ingestion , subject line will help to identify critical case attributes , is that a possibility. Also can we do email body parsing , is that a recommended feature ?