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Routing work

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. Careful and appropriate assignment routing design increases business efficiency because assignments go to the individual or group of individuals most capable of completing a specific assignment. 

For example, when creating an expense report, an employee creates the report, a manager approves it, and payroll sends the money — three roles, either an individual or a team, are working on the same case to fulfill their part of the assigned work.

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Routing types

You use assignment routing to assign work to the most appropriate user. You can route a step or a multi-step form 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. For example, an assignment that requires a human resources manager to approve employee time off requests routes to the worklist of the human resources manager. 

manager worklist

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. 

A work group identifies a cross-functional team that contains a manager, users (operators), and a work queue. You create work groups to share resources across the business. For example, the following team contains members from different parts of the organization and in different roles.


Pega refers to work groups as teams and operators as team members.

Below is a list of team members followed by the number of items in each member's worklist.

team members

Routing options

You route an assignment to the current user if the user who completed the preceding assignment should complete the current task.

You route an assignment to a specific user if an individual user must complete the assignment. For example, you route an assignment to the manager who approves expense reports and it appears in her worklist.

You route to a work queue if anyone in the group can complete the assignment. For example, you route an assignment to the payroll department work queue because anyone in the group can create and send payment to the employee.

You can also use business logic routing when you want to route work based on certain conditions. For example, in insurance underwriting, recreational vehicles (RVs) require special considerations. When prospective customers select the Are you insuring an RV? check box, the RVUnderwriters group work queue should review the quote request. Otherwise, the quote request should go to the general Underwriting group work queue.

business logic routing

You can also configure additional conditions for Business logic routing. For example, quote requests for exotic cars such as the Bentley Arnage and the Lotus Esprit require the approval of the vice president for exotic cars. 

Exotic car routing logic

In the following image, click the + icons to learn more about each routing option.

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