Question
CSAA
US
Last activity: 8 Jun 2020 10:59 EDT
Route assignment using activity
Hi All
I have a requirement. An agent creates a work object in the background and I need to route this work object(assignment) to an operator's worklist. The operator here is dynamic which will be taken from another area. Is there any activity or way to route this to an operator's worklist(assign-worklist table).
Eg. Work object W-190 should be routed to operator 'x' and work object W-191 need to be routed to operator 'y' and I dont have the current operator info here since the work object is created in the background by an agent.
TIA
Naveen Raja
Accepted Solution
Updated: 8 Jun 2020 10:59 EDT
Pegasystems Inc.
FR
Hello,
How about the "ToWorklist" Activity with the Operator parameter ?
CSAA
US
ToWorklist actually is setting only the operator name. Where does the actual routing happen?
Coforge DPA
GB
Hi
Your agent must be initiating a flow after creating the work object. If that is the case, then on the assignment you can use routing for "ToWorklist" .
If not, tell the workflow you are following.
Regards
Bhavya
Pegasystems Inc.
US
Hi,
We can route an assignment based on business logic. We can easily access this feature from case designer.
Click on an assignment step in case designer and choose 'Use business logic' in the route to drop down. Click on the gear beside it to provide ur custom logic for the routing
Capgemini Technology Services India Limited
IN
Hi,
If routing assignment to another operator's worklist, what is actually needed?
let's say, user is present in an assignment in which section under which there is a button which is configured as On click it will hit an activity which will call the ToWorklist activity. Will this work?
Thanks,
Abhishek Giri
Pegasystems Inc.
IN
ToWorkList is a routing activity which is used while creating a assignment.