Routing work Flashcards
Work Types
define the broader view of work to be performed.
Work Items
define the work to be executed.
Work Objects
are the executed work items which are identified using WorkObject ID or PYID or CaseID
Work Objects are default stored under
PC_WORK Table.
Push based Routing
ToWorklist
Pull based Routing
ToWorkBasket
Skill based Routing
ToSkilledGroup and ToSkilledWorkBasket
WorkList
Assignments can be completed by individual operator and the assignment Is added under the operator’s worklist.
WorkBasket
Assignments can be stored in workqueue (Workbasket) where operator who belongs to workgroup can manually pickup the work using “GetNextWork”
Skill based routing
Assignments can also routed based on operator’s skill.
To Route assignment to individual operator – Assignment type
ToSkilledGroup
To Route assignment to skilled workbasket – Assignment type
ToSkilledWorkbasket
