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 Priyadharshini M (PriyadharshiniM)
Capgemini

Capgemini
IN
PriyadharshiniM Member since 2019 1 post
Capgemini
Posted: August 26, 2020
Last activity: September 2, 2020
Posted: 26 Aug 2020 0:57 EDT
Last activity: 2 Sep 2020 4:55 EDT

Pega Email Bot Intelligent routing

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When a duplicate email case is identified,it should route to different work queue i.e depending upon an existing email content, subject and from address against an Interaction case, a new interaction case should not be created in the same work queue.Can anyone help me to solve this?

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Pega Customer Service 8.1 Pega Customer Service 8.3 Conversational Channels
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Posted: 11 months ago
Posted: 2 Sep 2020 4:55 EDT
Vikas Raidhan (VikasRaidhan)
PEGA
Manager, Multi Channel Dev
Pegasystems Inc.
IN
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If it's Email Triage, one way I can think of is adding a duplicate check in pyPreTriage flow and if duplicates, move the assignment to another work queue.   

Adding duplicate check - 

Step 1 - Add a Case Match rule in Work-Channel-Triage pyDefault case type

Step 2 - Add appropriate logic in Case match rule

Step 3 - Use pyDuplicateSearchCases activity in pyPreTriage flow and if output of the activity is a list of cases, move the assignment to another work queue.   

 

This is an interesting usecase and one that might be handy for OOTB as well. Can you delineate your exact usecase so I can enter a feedback in the system. Thanks. 

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