Think & Grow with PegaOOTB

In this short article, we bring you a scenario where work assignments should get routed to work queues or others when the assigned operator is inactive?

We are pretty much sure this scenario is very popular and here is our standard basic solution.

First of all, how to find an inactive operator id in the system?

It’s simple if you look at the operator profile, an attribute called ‘pyLastSignon’ contains the value of the user’s last logged-in information. So depends on your application requirement, if ‘X’ days are defined as a threshold to say that operator is active then here is the formula.

@(Pega-RULES:DateTime).DateTimeDifference(.pyLastSignon, @(Pega-RULES:DateTime).CurrentDateTime(), "m")>= 'X'

So Pega has provided these code changes as OOTB is available as ‘When’ rules. One can find, pyOperatorInactive, to find an inactive user and pyOperatorAvailable to find if the operator was unavailable during assignment routing.