Question
HCL
IN
Last activity: 11 Mar 2025 5:53 EDT
What is the difference between OOTB 'Dispute' and 'DisputesOperator' workqueue in Pega Smart Dispute?
Hi, I can see there are two workgroup added in the backend operator profiles and unable to understand what is the difference between both workgroup. Could someone please provide clarification on their differences and intended usage?
Your assistance would be greatly appreciated!
Thank you in advance for your help!
Pegasystems Inc.
IN
@RitwikS16578309 - Hi, could you please help us with the Smart Dispute version and the Pega platform version that you are using ?
Pegasystems Inc.
IN
Hi @RitwikS16578309,
These work groups are used by Smart Dispute application operators and should be straightforward to understand. I highly recommend reviewing the Smart Dispute implementation guide for a more comprehensive understanding.
Thanks,
HCL
IN
@kumas10 Hi Sheeta,
Thank you for your response.
I have reviewed the implementation guide but couldn't find any details explaining the differences and usage of both work groups. I would like to understand the key differences between the two work groups and the rationale behind them.
Could you please help clarify this? Thanks, Ritwik
Eclantiqx
IN
Hi @RitwikS16578309,
The 'Dispute' work queue in Pega Smart Dispute handles general dispute processing tasks,
while 'DisputesOperator' is meant for cases requiring manual intervention.
Operators can belong to multiple work groups but can have only one active at a time, determining their default work queue. This setup improves flexibility and ensures efficient dispute resolution. Proper assignment routing is key to leveraging multiple work groups effectively.
Primary Work Group (Primary Allocation)
Additional Work Group (Secondary Allocation or Routing Purpose)
I hope it clarifies your question
Thanks
Raja