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Pega Workbasket Routing Guide

1. To route assignments conditionally to a worklist or workbasket, an activity can be created with two steps - one to call toWorkList if condition A=B, and another to call toWorkBasket if condition C=D. 2. Assignments get stored in either the PC_ASSINGN_WORKLIST table for single operators, or the PC_ASSINGN_WORBASKSET table for work queues or work baskets. 3. To have assignments retrieved from a work basket before the worklist when an operator clicks "get next work", an option can be selected in the operator profile to override the default behavior.

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Naresh Reddy
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41 views6 pages

Pega Workbasket Routing Guide

1. To route assignments conditionally to a worklist or workbasket, an activity can be created with two steps - one to call toWorkList if condition A=B, and another to call toWorkBasket if condition C=D. 2. Assignments get stored in either the PC_ASSINGN_WORKLIST table for single operators, or the PC_ASSINGN_WORBASKSET table for work queues or work baskets. 3. To have assignments retrieved from a work basket before the worklist when an operator clicks "get next work", an option can be selected in the operator profile to override the default behavior.

Uploaded by

Naresh Reddy
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd

1. What is the OOTB activity that run when we route?

When we route to WorkList  toWorkList (Type = Route)


When we route to WorkQueue or WorkBasket  toWorkBasket (Type = Route)

2. Can we call an activity using assignment shape?

Yes, we can call activities of type “Route”. For example toWorkLsit or toWorkbasket.

3. Where does assignments gets Stored?

Assignments gets stored into either of below tables.


PC_ASSINGN_WORKLIST (When assignment routed to single operator)
PC_ASSINGN_WORBASKSET (When assignment routed to Work Queue or Work Bakset)

4. How to Route conditionally either to Work list or Work Basket.

Using the business logic option we can do it

Now, the return values of Decision tree should be OperatorID’s or WorkBasket names.

Accordingly It gets routed.


Done.

Suppose the same you have to implement by your own activity.

Create an activity of type, Route.


In this activity add two steps,
Precondition (A=B) Call toWorkList
Precondtion (C=D) Call toWorkBakset
Done.

5. What is the relation between work and workist/workbasket tables

Work table pzInsKey column value will be there in above table with in a column
pxRefObjectKey

Work table pyID column value will be there in above table,with in a column
pxRefObjectInsName

6. I want to create to fetch open assignments of Current Operator.


Create a report in assing-worklist class.

Where Condition pxAssingedOperatorID = [Link].

7. What is get next work

When an operator login and click on get next work.

1. PC , Open the Top Assignment from Work List


2. If there are not Work list items, then PC pick from Work Basket

8. How to override to pick the assignment from work basket first instead of Work list.
Go to operator profile and choose below option

Suppose if an operator has access to more than one work basket via different work groups,
then we can mention the order of work basket look up in the operator rule form

Done.

9. While routing assignment to operator, we would like auto reroute the assignment to other
work list or work basket, if the operator is on Leave. How to achieve this?
A.

We can specify a substitute operator for the operator who is on leave.

At run time PC , auto re routes the assignment to substitute operator or Work queue when in case
operator is on leave.

To get this done, while routing we need to one option “Check availability”

Done.
10. How to an operator with access to a Work basket without being him part of the respective
work group?
A. We can achieve this by specifying the Operator Id in Work Basket rule.

This referred as Additional Contacts.

11. Push Routing Vs Pull Routing?

A. Routing we have done to Work list or Workbasket  Push Routing

When an assignment is Routed to work basket  any operator of that basket picks the
assignments, then assignment will come to Operators work list to be performed.
Generally this is by GetNextWork.

12. What is Get Next Work?


A. This is an OOTB feature provided by Pega, when click on , the highest urgency task will
get opened to the current operator from Work list.

If two tasks have same urgency then the task which is created in PAST will get opened.

13. How to retrieve tasks from Work Basket instead of Work list, when an operator click on
GetNextWork?

By selecting below option


Done.

14. How to Adjust SLA times


a. We can call local action at assignment “pxAdjustSLATimes”.

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