How to route a case to a particular team

General
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1

I have a requirement to route the case based on the specific department like if user selects department as Disputes the case should be routed to that team.I used business logic routing but it only routes to different operators how to route to different teams?

2

Hi@TanyaS58

You can use ToLeveledGroup route activity in order to achieve the desired outcome.

Map each departments as one work groups and use those workgroup(s) as the parameter to ToLeveledGroup route activity. Optionally you can also specify skill as parameter to this activity.

3

@TanyaS58

I hope you can leverage one of the intelligent routing techniques

  • Work-.ToSkilledGroup — Implements skill-based routing. This activity sends an assignment to a randomly selected operator within a specific team.
  • Work-.ToLeveledGroup — Sends an assignment to an operator within a specific team who has the least urgent total worklist, based on a computed score.
  • Work-.SampleToSkilledGroupList — Demonstrates use of the getAvailableSkilledOperatorsList() function. Part of the Routing library, returns a list of operators who are available and meet the required skill requirements. Your routing algorithm can apply additional filtering and criteria to select which of the operators on the list receives the assignment

You can route it to Work Queue and AddSkills before the assignment gets routed to Work Queue, so you can leverage GetNextWork and configure the skills of the operator to ensure the operator who has the skill can work on the assignment.

Workbakset.jpg
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4

@TanyaS58 Now routing has become very easier from app studio.

Below image for simple work queue routing. Based on when condition you can route it different work queues.

Simple queue routing.png
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Below image for intelligent routing. there are 2 options for intelligent routing- 1 which considers workload and 1 which doesnt. For both of the options, you just need to pass Skill level as paramter usinfg edit parameters.

Intelling routing .png
Intelling routing .png1590×852 49.9 KB

5

@TanyaS58 Hi all thanku for your solutions however I used ToDecisionTable OOTB rule and passed each departments name in that decision table and got the desired result.