VenkataprasathR0834 Member since 2014 1 post
Posted: 1 year ago
Last activity: 1 year 1 month ago

Skill Based Routing - pickBalancedOperator() function not returning OperatorID

Hi ,

I am Facing Issue in proceeding with Skill Based Routing ( Activity : ToSkilledGroup ) . All the Time Case is getting routed to manager Instead of Skilled Operator .

When i Analyse on the Activity i can see Step 1 : pickBalancedOperator() function returning Blank value , but in the Tracer i can see the SQL in pickBalancedOperator() function ( with Join of pegadata.pr_operators, pegadata.pr_index_operatorskills ) returning 1 results .

But Still pickBalancedOperator() Function returning NULL value , hence its assigning to WorkGroup manager .

Steps to Reproduce :

1. Update my operator rule with Required Skill

2. In Flow - Assignment ( Route to - > Custom ; Assignment Type : WorkList ; Router :ToSkilledGroup; Workgroup and Skill defined in my operator )

instead of case routed to me case routed to work group manager alone

***Edited by Moderator: Lochan to update platform capability tags***

Pega Platform Case Management
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