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Buddha Member since 2018 2 posts
Express Scripts
Posted: 1 year ago
Last activity: 1 year 3 months ago
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Sort Get next work based on order of the skill mentioned in the operator profile

Requirement: The user should be able to fetch assignment in the same order as mentioned in user profile. User can have different role/Skill and those role/skill would be listed in a particular order in operator profile. Now, when user does gent next work then system should fetch the assignment in same order those roles/skills have been listed in the profile.

Note: The total number of roles/skills can vary and it can be max 500. Also, a single user can have up to 50 different roles/skills.

Please let me know if anyone has any idea of the design/implementation. Thanks in advance!

Low-Code App Development Case Management
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Moderation Team has archived post
Posted: 1 year ago

Hello,


Please find below steps to route an assignment to Skilled operator.


  • Create a Skill rule (Rule-Admin-Skill)

  • Specify range from Low to High [high score represents the highest level of proficiency with the skill].

  • On the assignment properties
    • specify type - WorkList
      • routing - ToSkilledGroup [selection of operator in a workgroup is random, and takes required skills into account]

      • routing - ToLeveledGroup [selection of operator in a workGroup is prioritized by load and skills]
        • specify a workGroup to pick an operator
          • The input value for either workGroup or Operator should be specified in quotes, when used in routing

        • Operator specified may have any number of skills with an appropriate rating defined.

        • specify the skill, level and mark as required

        • If the operator has a rating that is equal to or above the level required by the assignment, that operator can be chosen by the router

        • If a skill is not set to required the requirement won't be satisfied.

    • Define & configure a service level rule to Notify skip level workparty on passed dead line time.

  • also, by default the API "Toleveledgroup" looks for the operator who has least work else assign it to their manager.

Posted: 1 year ago

The assignment is in workbasket and should not be routed to any operator's worklist. The sorting should be done when user does the get next work from UI.
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