Question
American Express
US
Last activity: 16 Feb 2019 8:58 EST
Routing based on the skill level
Hi folks,
I have a requirment, where in i want to route to user work list based on the skill. I am doing this by using Toskilledgroup Standard activity.
the problem is I am able to pass the skill value, but I am not able to modify the skill level. since it is coming as dropdown 1-10.
eg. I have users with skills
user 1 - English - 10
user 2 - English -5
i want to route cases if the skill is english and rating is 8, only to User 1.
what is the best way of achieving this. I am thinking to overriding the Toskilledgroup activity with setting the skill level.
Thanks
Pegasystems Inc.
IN
Hi,
You can refer the activity ToSkilledGroup_RoutingSample on how to add the required skill and level before calling ToSkilledGroup. Hope it will be useful.
Thanks,
Santhosh
American Express
US
Hi Narender,
I want to pass the skill level as parameter, current TOskilledGroup Router gives skill level as drop down , which mean we can only select default values while configuring the assignment.
Thanks
American Express
US
Thanks Santhosh, even that activity does not take skill level and skill name as parameter, that is the issue. which gives me option to extend that activity to my work class and modify to take parameters. will that be okay ?
Pegasystems Inc.
IN
Hi,
You can add an extra parameter to your activity (like ToSkilledGroup_RoutingSample ) and pass the skill level to it. Then pass that value while calling AddSkill activity. Now when you use your new activity in the flow, you can pass the skill level as parameter.
Thanks,
Santhosh
Coforge Technologies (Erstwhile Incessant Technologies)
GB
Lantiqx
IN
Hi,
OOTB routing works based on the relevance of skill level across the operators and assigns based on the possible good match, if we want to route based on the defined level then we should explore the OOTB activity and try to achieve it by some workaround.
Thanks, Kondal
Pegasystems Inc.
US
Help me to understand your dilemma because, as I see it, you should be able to do what you seek to do with this routing activity.
The help files states:
Routes to a randomly selected operator within a specific work group who: (1) is scheduled to be available between the time the assignment starts and is due and (2) has the minimum skill proficiencies to complete the assignment.
This skills-based routing rule examines the skills of each operator in a work group to find a match. To reduce processing demand, avoid this approach in situations where work groups may contain hundreds of operators.
This means that the operator to be assigned must have a skill equal to or higher than the skill level passed. Only User 1 meets this requirement, therefore, User1 will be assigned this assignment. User 2 will never be assigned this assignment.
Am I missing something?
Pegasystems Inc.
US
Interesting thought but bear in mind that GNW compares one known Operator's skills to many possible skilled Workbasket assignments (typically - it is also possible to search Worklists). With push routing one skilled assignment must search many possible Operators to see if they have sufficient skill.
Ideally the algorithm would also "load balance" as someone pointed out. But what constitutes "load" precisely? It is just the number of assignments within an operator's worklist? Suppose an operator has a number of urgent assignments that are nearing their deadline?
An assignment can require multiple skills. There is now a property on assignments as well as operator records that contains the number of skills. On Operator must have at least as many skills as the assignment requires. They then, for each required skill, must possess a skill rating at least as high as what the assignment requires. Ideally highly skilled operators would be given assignments that require higher skills and vice versa.
As you can see, the ideal solution can be very complex.