Question
Evonsys
NL
Last activity: 8 Nov 2017 7:51 EST
Substitute operator is not working
Hello,
Substitute operator is not working. In substitute I have given operator (User@eve095 ) during unavailable time period. But it is still routing to current operator i,e (manager). Please find the attached screen shot for operator substitute settings. Please look into this issue. Thanks in advance.
***Updated by moderator: Lochan to branch reply to new post***
Accepted Solution
Pegasystems Inc.
US
Hi Nithin,
I had tried a sample use case for the routing of the work object to the substitute operator during the original operator unavailability.
Kindly go through the attachment and have a try accordingly. Hope it resolve your issue.
Regards
Mahesh
Evonsys
NL
Hi Mahesh,
Thanks for your response.I have done configurations as per yours configuration. In step 3 assignment shape you are directly routing to substitute operator (user@..) right..!!?. But I don't want route directly to the substitute operator. I am routing the assignment to the Manager@Eve095 as this operator is not available for a particular period the case should route to his substitute operator which is User@Eve095 but which is not happening in my case. The case is still with the manager even though he is not available for that time period and the case is not routing to his sub operator which is User@eve095. Please find the below attachment where I have given screen shots of step by step.
Pegasystems Inc.
US
You are welcome Nithin. For your above query, you need to check the availability of the operator in order to route to the substitute operator instead of routing to operator directly. Hope you might have applied this logic to succeed with your requirement.