Posted: 29 Jun 2017 15:16 EDT Last activity: 29 Jun 2017 15:16 EDT
VCR Flow Routing
Within the InvokeVCRProcessing flow, there are several areas where the routing is triggered by an agent/the system, however the next assignment routes to current operator. To me, the proper routing would be to a work basket. Is there a plan to change this? The fall through logic will call pyToAlternateOperator, which will route to the .pxCreateOperator. This would be a CSR/Intake user, who should not be processing chargebacks. Examples are below:
PegaCard-Sd-Dispute-Visa-.CollaborationFlow (PegaCardSdVisa:07-21-01) - VCRAcquirerResponseSLA will be resumed from the VCR Queues agent. PegaCard-Sd-Dispute-Visa-.SubmitAcquirerResponse (PegaCardSdVisa:07-21-01) then routes to the current operator.
PegaCard-Sd-Dispute-Visa-.PreArbitrationFlow (PegaCardSdVisa:07-21-12) - VCRAcquirerResponseSLA will be resumed from the VCR Queues agent. Later in the same flow, this routes to the Pre-arbitration SLA assignment, to current operator.