Posted: 27 Jul 2017 5:46 EDT Last activity: 23 Oct 2017 3:12 EDT
ToLeveledGroup routing to a specified skilled operator based on specific user input
I have created one work group and in one workbasket there are various operator having different skills in that work group. I would like to know how to route the assignment using LeveledGroup so that assignment would be routed to specific skilled person based on the user input action.I would even want to know how the skills of are accessed and route to a specified person.
To route the assignment using ToLeveledGroup, on the assignment shape where you want to do routing, select the assignment type as WorkList and use the Router "ToLeveledGroup". You need to pass the workgroup name and required skills for processing the assignment. You can use properties to stores the user entered skills and use them here as parameters for required skills.
I have referred the link that you have stated ,and I have not completely understand how the ToleveledGroup works but I have no clarity that how it get routed to required specific skilled operator where the workbasket contain different skilled operator.for example:- if there are three different skilled operator say A,B,C and customer will have two options in UI say x,y if he select the options following happens:
1. If he select both x,y route to A.
2. For x route to B.
3.For y route to C.
I have configured an assignment to route using "TolevelGroup" to a workbasket containing different skilled operators and required skill is provided.How when rule is configured (and access skill to check the condition)to route to a specific skilled person?
Posted: 4 years ago
Posted: 1 Aug 2017 9:31 EDT
Lakshmi Venkatesh Kakumani (kakul)
Associate Technical Solutions Engineer