Case routing

Pega Platform™ is an AI-powered decisioning and workflow automation platform known for its robust case management capabilities. One of the most critical aspects of case management is routing - directing work to the appropriate persona at the right time.

Routing in Pega begins when an assignment is created within the case lifecycle and allocated to a persona. Because assignments are integral to the case lifecycle, this process is often referred to as case routing, assignment routing, or simply routing.

Routing in Pega Platform falls into three categories:

• Pega Process AI™ based routing
• Automated routing
• Manual routing

Pega Process AI based routing uses AI to make real-time decisions about who or what should handle a task next. By using Pega Process AI and Prediction Studio, predictive and adaptive models evaluate each piece of work based on factors such as skills, workload, business priorities, and business context, to ensure optimal outcomes.

Automated routing is rule-driven and includes two types:

• Push routing: Assignments are automatically pushed to a persona’s worklist based on predefined criteria.
• Pull routing: Assignments remain in a work queue until a persona selects (or 'pulls') them for processing.

Manual routing occurs when a persona manually reassigns work - often sending it back to a previous operator for corrections or additional details. This approach is non-linear, enabling the process to move back and forth between states based on user decisions.

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This Topic is available in the following Module:

• Work assignment v6