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United Health Group
Posted: March 7, 2016
Last activity: March 15, 2016
Closed
Tag operators to more than one work group
We have a requirement where Operators can belong to more than 1 Work Group. Scenario is as below
1. WorkGroup 1 which has operators A, B, C, and D with E as manager/Supervisor.
2. Work Group 2 has operators B and C with F as manager/Supervisor.
Workbaskets that are tagged to workgroups and operators are also different. Pega allows an Operator to be part of 1 work group only. Just wanted to check what options are available without too much customization to achieve functionality
What is the business need for one operator to be associated with two or more work groups? For what purpose is this functionality needed?
For example, is it related to using the OOTB routers? Or on the case manager portal for the the supervisor to see the workers in their work group?
Currently, OOTB, it is one work group per operator.
Regards,
Tara
Pega Academy Support Team