Question
Aaseya IT Services Pvt. Ltd
SA
Last activity: 23 Oct 2017 3:12 EDT
ToLeveledGroup routing to a specified skilled operator based on specific user input
I have created one work group and in one workbasket there are various operator having different skills in that work group. I would like to know how to route the assignment using LeveledGroup so that assignment would be routed to specific skilled person based on the user input action.I would even want to know how the skills of are accessed and route to a specified person.
Accepted Solution
Pegasystems Inc.
IN
When ToLeveledGroup router is selected, the assignment will automatically gets assigned to an random operator who is having the required skill.
For example when the assignment require only a skill say x, then it might be assigned either to A(who is having x,y skills) or to B (with only x skill) based on operator availability, etc
No explicit when condition is required. But if you want to send specific assignment to specific operator then use router ToDecisionTable.
Pegasystems Inc.
IN
Hi,
To route the assignment using ToLeveledGroup, on the assignment shape where you want to do routing, select the assignment type as WorkList and use the Router "ToLeveledGroup". You need to pass the workgroup name and required skills for processing the assignment. You can use properties to stores the user entered skills and use them here as parameters for required skills.
Please see this post https://collaborate.pega.com/discussion/skill-based-routing. It may give you some understanding on skill based routing.
Thanks,
Santhosh
Aaseya IT Services Pvt. Ltd
SA
Hi,
I have referred the link that you have stated ,and I have not completely understand how the ToleveledGroup works but I have no clarity that how it get routed to required specific skilled operator where the workbasket contain different skilled operator.for example:- if there are three different skilled operator say A,B,C and customer will have two options in UI say x,y if he select the options following happens:
1. If he select both x,y route to A.
2. For x route to B.
3.For y route to C.
I have configured an assignment to route using "TolevelGroup" to a workbasket containing different skilled operators and required skill is provided.How when rule is configured (and access skill to check the condition)to route to a specific skilled person?
Thanks,
Alvin Jaison
Accepted Solution
Pegasystems Inc.
IN
When ToLeveledGroup router is selected, the assignment will automatically gets assigned to an random operator who is having the required skill.
For example when the assignment require only a skill say x, then it might be assigned either to A(who is having x,y skills) or to B (with only x skill) based on operator availability, etc
No explicit when condition is required. But if you want to send specific assignment to specific operator then use router ToDecisionTable.