SKILL

LESSON

Routing
Who is going to do the work?
Overview
Routing distributes work efficiently
within an organization by
determining the best user for the
task based on skills, availability, and
team.
This module covers:
• Assignment routing
• Routing types
• Routing options
• Teams of users
• Advanced routing

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Assignment routing
When there is more than one operator to complete work on a case, you define who
should do the work on each assignment as you model a process.
For example: When creating an expense report, payroll sends the money — three roles,
either an individual or a team, are working on the same case to fulfil their part of the
assigned work.

Employee Manager Payroll

• Creates report • Approves report • Sends money

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Routing types
Pega supports two types of routing:

Worklist Work Queue

Only the assigned Anyone from a group

person completes who have access to
the work the queue can
complete the work

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Worklist routing
You use assignment routing to assign work to the most appropriate user. You can route a
step to a single user or to a team of users.
A worklist is a list of all open assignments, in order of importance, for a specific user.

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Work queue routing
A work queue is a list of all open assignments, in order of importance, for a group of
users.
Assignments stay in the work queue until a user associated with the work queue selects
an assignment, or a manager sends an assignment in the work queue to a specific user.

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Work group
A work group is made up of a manager, a work queue, and involves a cross-functional
team. Operators in different business units can share tasks with operators of the same
work group.

Within the UI, a work group is referred to as a team, and an operator is referred to as a
team member.

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Routing options

Current user Specific user Work queue Business logic

The user who A specific Anyone in a Based on certain

completed the individual user work group can conditions,
previous must complete complete the common best
assignment the assignment. assignment. practice.
needs to
complete the
current task.

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Business logic routing - Example
In insurance underwriting, recreational
vehicles (RVs) require special consideration.
When prospective customers select Are you
insuring an RV?, the RVUnderwriters group
work queue should review the quote
request.
Otherwise, the quote request should
go to the general Underwriting group
work queue.

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Business logic routing - Example
You can also configure additional conditions
for business logic routing.
For example: A quote request for an RV
would get routed to an RV specialist’s
queue.
Quote requests for an exotic car would get
routed to the Exotics queue.
All other quotes would get routed to the
Standard underwriting queue.

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Work queue routing - Use case
Any underwriter in the standard underwriting group can review a request for a standard
domestic car.
You configure routing for standard underwriting to an underwriting work queue for
anyone on the standard underwriting team to review.

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 Specific user routing - Use case
Exotic car insurance requests require the review and approval of the vice president for
exotics. Configure routing to the worklist of the exotics vice president by selecting the
operator record of the exotics vice president.

James May

Note: This should really be confined to demo’s, as ‘hard-coding’ an operator ID into a process is
not best practice. Use business logic to dynamically identify an individual instead

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Business logic routing - Use case
Suppose the insurance company is very large with several teams of underwriters
grouped by skill, workload, and product type.
You can use any combination of criteria using business logic routing.

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Display operator work list
In the navigation pane of Dev Studio, click User > Home.
• In the navigation pane, click User > Home

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Review manager work queue
In the navigation pane of Dev Studio, click User > Home.
Review the work queue, team, and worklist from the dashboard

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Teams of users
Resource-sharing across the organization
Operators are associated with
business units in the organization.
Work groups are created to manage
the needs of cross-functional teams.

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Work group or team
A work group identifies a cross-functional team and contains a manager and a work
queue.

Operators associated with

a work group can share
work with operators in
different business units.

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Relationship between work group and work queue
A work queue is a shared workbasket containing assignments that operators with access,
can open and process.

The Accounting work group

and the Onboarding work
group each have their own
work queue. Only
operators in the work
group can complete work
from the respective work
queue.

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Work groups and operators
An operator must be associated with one or more work groups.

Associating operators with

work groups allows
businesses to manage how
individuals share work
without affecting the
organizational hierarchy.

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Work groups and operators

Sharing resources
One operator in the
Accounting work group is
also associated with the
Onboarding work group;
this allows them to share
work with other operators
in the Onboarding work
group.

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Work groups and operators

Collaboration across teams

Some operators in the HR
unit and Training unit are
associated with the
Onboarding work group
and can share work with
other operators in the
work group (team).

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Work groups and operators

Other operators
The operators not shown
in the Accounting and
Onboarding work groups
belong to other work
groups, such as HR and will
not have access to
assignments assigned to
those teams.

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Example of operators
Every user has an operator record. Operators are also referred to as people and users in
App Studio.

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Operators belong to a business unit

Organization

MyTown

Division

Admin Roads

Unit

Operations Traffic

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…and to one or more Teams

Organization

MyTown

Division

Admin Roads

Unit

Operations Traffic

Team
ResidentIssues ResidentRequests

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A team is a work group

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Work group managers
A manager must be identify for each work group.
Managers can monitor, report, and access the work being
performed by a group in the User Portal.
Work groups can contain authorized managers to help
transfer assignments. Authorized managers aren’t
required to be part of a work group and are unable to *
approve or complete assignments.
*
• For example: If the primary team manager is
unavailable, an authorized operator can perform some
of the manager responsibilities.

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Calendar schedules
Calendars are used to define schedules,
closed days, and time zones. It’s possible
to associate calendars with:
• Organizations
• Work queues
• Operators

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Organization records

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The organizational chart
Lists the organization structure to provide a broader perspective of the organizational
layout.

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Advanced routing
Push vs pull routing
Push routing logic is invoked during case flow processing to determine the next
assignment for the case.
• When routing worklists, Pega selects the ultimate owner using various factors such as
availability, work groups, and the skills of the assigned operator.
Pull routing, also known as the
system-selected assignment model,
occurs outside the context of a case
creating an assignment.
• Get Next Work -will pull the next
most urgent assignment to work
on from a set of assignments list.

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Push routing activities
There are four main categories of push routing activities
Skills-Based Organization-Based Common Decision-Based
• ToLeveledGroup • ToWorkGroup • ToAssignedOperator • ToDecisionMap
• ToSkilledGroup • ToWorkGroupManager • ToCreateOperator • ToDecisionTable
• ToSkilledWorkbasket • ToOrgUnitManager • ToCurrentOperator • ToDecisionTree
• ToWorkParty
• ToNewWorkParty
• ToWorkbasket
• ToWorklist

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ToSkilledGroup routing
The assignment is routed to an operator in the work group
who is available with the required and desired skills.
If none of the work group operators meets the criteria, the
assignment is routed to the work group manager.

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Configure push routing options
Dev Studio
Display the properties
dialog box, double click an
assignment shape in the
process modeler.
Select the routing
configuration options.

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Worklist
Displays a list of all open assignments, in order of
importance, for a specific user.
• Default importance is Urgency.
Configure routing for the operator using the work tab
on the Operator ID.
• Each operator has an assigned organizational unit.
• Defining a team is required to save the Operator ID
rule so if work needs to be assigned, it can easily be
routed using the team configuration.
• In addition, you can also configure reporting
structure, skill and rating, setup a work queue and
urgency threshold for the operator.

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Schematics

Design Case Type User Participant Router Work Queue

Layer
Worklist

Rule Case Type OperatorID Activity Work Basket

Layer • Skills
• Org/Div/Unit
• Calendar

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Unit test and debug
Routing is best tested by
running the case type.
1. Click preview application.
2. Run the desired case type.
3. Click Actions > History
4. Verify the assignment area
and confirmation messages
stating the task has been
routed appropriately.

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Best practices
• Route to a participant, role or perform a lookup rather than directly to an Operator ID.
• If an operator changes roles or is no longer with the company, the case type does not
have to be modified to reflect the change.

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Skill mastery
You understand:
• Assignment routing
• Routing types
• Routing options
• Teams of users
• Advanced routing

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