Question
Posted: Feb 7, 2016
Last activity: Feb 7, 2016
Last activity: 7 Feb 2016 6:48 EST
Closed
Unable to Perform Skill Based Routing
Hi ,
Skill based routing :
Assignment is not being routed to the person who has desired skills, as It's being routed to admin user .
Configuration:
>> Added English skill to an operator id,which is belongs to "Loaner "work group.
>> Assignment is configured with router activity as ToSkilledWorkGroup and passing work group parameter as "Loaner" with below skill details.
>> skill : English ,,Level :3 and Required :true.
Did we miss any configuration to make skill based routing ? Please suggest.
PRPC version :7.1.9
Configuration of Operator Profile .
Assignment properties :
Posted: 9 years ago
Pegasystems Inc.
Pegasystems Inc.
IN
Posted: 9 years ago
Pegasystems Inc.
Pegasystems Inc.
IN
could we try the following...
- specify the parameter in quotes
- is not required as it is not having @ in the parameter value, but please try
- double check operator configuration as activity 'ToSkilledGroup' considers the routing characteristics of Availability, required skills and desired skills
- also the activity uses OOTB function 'pickBalancedOperator'
- which looks for the operator who has least work else assign it to their manager
- so can we quick test with 2-3 operators in this work group configured with the same skill?
- which looks for the operator who has least work else assign it to their manager
- last try please refer to OOTB ToLeveledGroup router API and apply skill rule on assignment shape instead of 'ToSkilledGroup'
Please share your observations, Thank you!
psahukaru