For each operator's worbaskets we can set an urgency threshold. As we think, it should ban routing of all cases with urgency that is lower than predefined in urgency threshold. This functionality is described in Pega Help. However, the configured operator still receive all cases(even with lower urgency threshold). We work with Pega 7.1.8
Can someone describe for us how should it work? Few examples of urgency threshold usage would be great for us.