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Jaikumar Mahadevan (CONNECTS)
Financial Services

Financial Services
CONNECTS Member since 2012 15 posts
Financial Services
Posted: August 30, 2015
Last activity: September 3, 2015

Push routing in a round-robin fashion

Is it possible to do skill based routing in a round-robin fashion?

I want to assign work to operators in a certain workgroup based on their skills and as well as in a round robin way. What I mean by that is, if an operator X gets work and completes the work I want to be able to pick the next operator Y in the workgroup and not the same operator X because there is no work in the queue. RUG pickbalancedoperator won't work because it doesn't take history into consideration. It only takes current workload, urgency, multiplier etc. Has anyone done this before? I would like to hear your experience around customising RUF (pickbalancedoperator).

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