Business requirements:
Orders sbumitted by the customer are parked in a work basket before it is triaged properly (i.e. determine required skills to process the order case) … Once a case is triaged then it is ready to be worked by operators who have appropriate skills…
Below is the steps to implement above business requirement.
- Define skills (& custom triage logic…custom triage logic can be implemented in various ways… Decision table, Decision tree, Data transform etc.).
- Implement custom routing activity which route assignments to skilled-work-basket. (you can copy OOTB Work-.ToSkilledWorkbasket to your work class and rename it)
Step1: Run your custom triage logic to calculate required SkillName and SkillLevel for the current case.
Step2: Set required skills. (The value for the SkillName and SkillLevel params should be derived from the result of your custom triage business logic in step 1)
Step3: Add required skills to the assignment. (note: for work list assignment, added skills will not be reserved once the assignment is saved to the database.)
Step4: Route the assignment to the specified basket.
Params:
Pages:
Security:
- Configure the custom routing activity for the triage assignment.
- Configure OperatorID to receive/get skilled assignments.
- (Optional) Enable Application setting:GetNextWork_SkipUnskilledAssignments… for more configuration options see online document Get Next Work customization
- Enable “Get Next Work” feature on the home landing page.
Related links:
Automated and intelligent work assignment with Get Next Work