Team,
We have a requirement to implement the email interaction cases to work queue, created a email channel, In behavior–>Intelligent routing–> we specified as create case , When Topic with condition and routed to the work queue , Here once after creating the case, i couldn’t able to see the created item in the CS portal–> "My work Queue’
The same when i route to operator this is working fine .., Could you please help us how to do the configurations for Work queue. we are using 24.2V
Are you able to see the cases in Assign-Workbasket? If not, I hope you can trace it by performing a Test from the Email Channel to ensure it’s routing to WorkQueue based on your Intentillgent Routing.
please refer to the link, similar discussion might be helpful https://support.pega.com/question/how-do-i-keep-users-not-assigned-case-being-able-click-go
@KishoreKumarMadduri i created a new work queue, i added this to my operator and updated in the channel interaction as well. Now after creating a case this is getting loaded to my work queues.