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mypegasavvy Member since 2014 7 posts
ANZ
Posted: May 21, 2018
Last activity: May 30, 2018
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picking up Balanced operator details for routing

Hi All,

We would like to use Skill based routing based on user workload ( using PickBalancedOperatorId) to assign the cases dynamically to the users directly instead of workbaskets.

Parameters to be considered for routing

1) Skillsets

2) Present / Absent info - Critical (Operator's Availability)

3) WorkLoad ( As per Pega OOTB , based on past goal and past deadlines).

Additionally-

4) Shift timing of the user

5) Subject line to process to skillset mapping

We would like to know the experts advice and if any real time issues with this functionality.

Regards,

Sree

***Edited by Moderator Marissa to update categories***

Low-Code App Development Case Management
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