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Question

 LALIT KUMAR SINGH (Lalit_Singh)
EPAM Systems

EPAM Systems
CA
Lalit_Singh Member since 2012 55 posts
EPAM Systems
Posted: Nov 26, 2019
Last activity: Nov 26, 2019
Posted: 26 Nov 2019 13:11 EST
Last activity: 26 Nov 2019 23:17 EST
Closed

Routing to Random Agent on a given day

Hi Team,

I am working on Chabot and my routing requirement is that every case related to Billing should route to Agent 1, related to Account should route to Agent 2 on a particular day and this can change every day as business wants everyone to work on cross cases. Please let me know how we can achieve this as skills is not fixed for Agent and it is varying every day.

Thanks,

Lalit

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Low-Code App Development
Case Management

Posted: 5 years ago
Posted: 26 Nov 2019 23:17 EST
Bhavya Tyagi (Bhavya)
Coforge DPA
Senior Technical Lead
Coforge DPA
GB

Hi

Just wondering, if the skills of the operator changes then Pega should itself handle the Routing based on below link:

https://community.pega.com/knowledgebase/articles/pega-customer-service/step-3-configuring-routing

Is this something different? 

Also who updates the skills of the Agent on daily basis?

 

Regards

Bhavya

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