Automated routing

Automated routing relies on two primary routing strategies: Push routing and Pull routing.
From a system‑level perspective, the system always performs a push action:

• It pushes an Assignment to a specific User Worklist.
• It pushes an Assignment to a shared Work Queue.

The routing engine moves the Task from its current State to the next logical destination. This action always represents a form of placement, or push.

In push routing, the system makes a definitive, upfront decision and assigns work to a specific, known destination. Whether that destination is an individual’s worklist or a Work Queue, the system logic completes the entire assignment process, and the system treats the Assignment as complete.

Key characteristics of push routing:

• The Process makes the routing decision as a seamless step in the Case Lifecycle.
• Push routing operates directly within Case context.
• The routing logic forms an integral part of the Case Lifecycle and relies entirely on the data available at that moment.
• The routing logic can evaluate any Case attribute. For example, the system can route an insurance claim based on the policyholder’s state or claim amount.
• Push routing functions as an in‑context operation.
• The Case pauses at the routing Step while the system completes the Assignment.

Pull routing defers the final assignment decision and allows a group of users to manage the workload. The strategy uses a two‑part process:

• Push to queue: The system pushes the Assignment to a shared Work Queue.
• Pull by user: A User selects and pulls the Assignment from the queue.

Key characteristics of pull routing:

• The system places Tasks into a shared Work Queue instead of assigning them to a specific individual.
• Qualified users can view the queue and pull Tasks based on criteria such as priority, age, or type.
• The Case does not determine who performs the Task.
• The User accesses the shared queue and selects a Task.
• Pulling occurs in the User context, not solely in the Case context.
• After a User pulls the Task, they enter the context of that specific Case to perform the required work.
• The Case pauses at the routing Step while the system completes the Assignment.

As an application architect, you need to understand Case context so that you use the term accurately during Assignments or background processing.

Case context refers to the state in which routing or processing decisions use Case attributes during the Case Life Cycle. Actions performed in Case context occur within the Case Flow, and the Case temporarily pauses progression until the associated Task or Assignment is complete.

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