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Routing weather cases to facility coordinators


5 Tasks

30 mins

Visible to: All users
Advanced Pega Platform 8.5 English
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If the probability of rain is greater than or equal to 40 percent for an event day, a process to make other arrangements begins. A facility coordinator with the least amount of urgent work that is specialized in weather preparation receives the following tasks:

  • Set up tents
  • Provide disposable raincoats
  • Cover seating area

The following table provides the credentials you need to complete the challenge.

Role User name Password
Administrator Admin@forecast rules

The sample facility coordinator users are specialized as shown in the following table.

Operator Specialization
FacilityCoordinator1@Booking Parking
FacilityCoordinator2@Booking Weather
FacilityCoordinator3@Booking Weather and Parking

Detailed Tasks

1 Identify design options

If the forecast service indicates that rain is probable for a specified event day, then the case needs to be routed to the weather-specialized facility coordinator to make arrangements. Once the arrangements are made, the facility coordinator submits the case and then waits for the next forecast.

If the forecast service indicates no rain probability for a specified event, the case proceeds and awaits the next forecast.

The process repeats for all the event days. If the forecast is happening for the last event day (one day before the previous event day), post forecast, the case needs to wait for the event closure. When the event ends, it gets routed to the weather-specialized facility coordinator for the teardown.

If the forecast indicates that there is no rain probability rain, but in reality, it rains, the facility coordinator needs an option to manually invoke the arrangements while the case is waiting for the next forecast.

The case gets resolved when the facility coordinator completes the teardown.

The routing solution can be implemented with one of the following options.

Option 1: Assign task to worklist

Two standard routers can be leveraged when using skilled-based routing: ToLeveledGroup and ToSkilledGroup. Both of these routing rules route to a user in a specified work group with the designated skill.

ToLeveledGroup is a valid option because it takes the user's current workload into consideration. ToSkilledGroup is not a valid option in this scenario because this router does not take workload into consideration.

Option 2: Assign task to work queue

The standard router activity ToSkilledWorkbasket can be leveraged when using skilled-based routing. Facility coordinators can pull the cases from the queue by using the Get Next Work functionality. However, this option is not applicable in this scenario because the router does not take workload into consideration.

Option 3: Leverage custom router activity

Creating a custom routing activity is a valid option if a standard router does not cover the routing requirements. Because ToLeveledGroup takes both skills and workload into account, a custom router is unnecessary.

2 Evaluate design options

Design Pros Cons
Assign task to worklist
  • Leverage ToLeveledGroup out-of-the-box (OOTB) activity for routing
  • Checks for availability, workload, and skill
  • Case can be idle in the users worklist if user unavailability is not updated in the operator profile
Assign task to work queue
  • Leverage ToSkilledWorkbasket OOTB routing activity. Weather skill is added while routing
  • Find assignment/Get Next Work funcationality can be utilized
  • Work queue need to be updated in the operator record
  • Might require to customize/circumstance Assign-Workbasket.getnextwork list view to pick only Weather case assignments
  • Work load consideration not available or might need to be customized
Leverage custom router activity
  • More control over the logic
  • Need development effort to build similar logic like out-of-the-box router activities

3 Recommend the best design option

It is recommended to route the weather case assignment to the user worklist by leveraging the OOTB ToLeveledGroup activity, which suffices the requirement and does not require customization.

4 Review solution details

The solution is part of the following case life cycle and workflow, which is part of WForecast & WForecastInt rulesets. The solution is based on a skill-based routing.

WeatherFC - Routing - Solution Detail Requirements 1
WeatherFC - Routing - Solution Detail Requirements 2


5 Perform the following tasks

To complete the assignment, complete the following tasks.

  1. Create the specialized skills in respective application rulesets.
  2. Associate the facility coordinator operator records with Weather skills.
  3. Update the track preparation and teardown assignment to be routed to the facility coordinators by using ToLeveledGroup router activity that is associated with the weather skill.
  4. Verify the work by creating cases weather and see that cases are routed to facility coordinators based on the amount of work and skills.

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