Glossary:Skill-Based Routing

From PegaWiki
Revision as of 14:10, 24 March 2021 by Admin (talk | contribs) (Admin moved page Skill-Based Routing to Glossary:Skill-Based Routing without leaving a redirect: New namespace)
(diff) ← Older revision | Latest revision (diff) | Newer revision → (diff)
Jump to navigation Jump to search



Skill-Based Routing, skill-based routing
Skill-based routing uses skill information, such as skill rules, to define which workers are qualified to carry out a given assignment. For example, a customer of an insurance company might want to insure a vintage car. To accurately appraise the value of the car, the insurance case must be handled by an employee with the proper expertise. To this end, you can set up a routing logic that assigns vintage car cases to users who have 'vintage car appraisal' as a skill.

This type of routing helps you distribute work efficiently and improve your organization's productivity.