Saravanan Shanmugam (SARAVANAN-5)
American Express
Senior Engineer
American Express
SARAVANAN-5 Member since 2010 1 post
American Express
Posted: February 5, 2018
Last activity: February 16, 2019
Posted: 5 Feb 2018 12:10 EST
Last activity: 16 Feb 2019 8:58 EST

Routing based on the skill level

Hi folks,

I have a requirment, where in i want to route to user work list based on the skill. I am doing this by using Toskilledgroup Standard activity.

the problem is I am able to pass the skill value, but I am not able to modify the skill level. since it is coming as dropdown 1-10.

eg. I have users with skills

user 1 - English - 10

user 2 - English -5

i want to route cases if the skill is english and rating is 8, only to User 1.

what is the best way of achieving this. I am thinking to overriding the Toskilledgroup activity with setting the skill level.


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