Posted: 6 Aug 2017 20:34 EDT Last activity: 29 Aug 2017 11:23 EDT
Assignment - wait in current operator's worklist
In a flow, after a decision (or any stage) I want to wait for a specific datetime to be current before processing the next assignment.
If I use the wait shape, it puts the assignment in the default or a given workbasket. I however, want the assignment to be in the current operator's worklist.
Hi Marc, the intention here is for the operator to be able to select a future date when he/she wants to resume. The next assignment in the flow should be in the operator's worklist. This is similar to assigning to another operator or workbasket, except that it's the same operator here in this case and the operator has to go to his worklist to open the assignment.
I don’t think you can easily do that. I don’t think the WAIT shape mechanism is doing it either. Also this might be a bit annoying for the users, they will have assignments on their WORK list that they are not able to WORK on.
This is the aim of the work list really, a list of work to do now, not in two weeks’ time. Anyway surely it might be possible to it with a customization but it won’t be built for change really.
It makes sense to wait in a workbasket. Our business requirement is that the CSR be able to defer the assignment to a future date and be available in his/her worklist only.
Here's the background on the requirement. In a customer service call center application, when a CSR contacts a customer and the customer is not available, they have to reschedule the call and not 'wrapup' this interaction call. In other words the same interaction case continues for the 2nd call. The interaction case meanwhile, should reside in the same operator's worklist and wait until the 2nd call scheduled datetime becomes current.