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Modifying lists of operators and work queues for business logic-based routing assignments

Updated on November 22, 2021

Modify the list of operators and the list of work queues that are available for business logic-based routing of assignments so that the lists contain only relevant workers. Modify the lists to ensure that the assignment is routed to an appropriate person or work queue.

For example, you can filter the list of operators, so that you can only select workers with specific privileges.
  1. In the navigation pane of Dev Studio, click Records.
  2. Expand the Technical category and click Activity.
  3. Open pyGetOperatorsOrWorkQueues.
  4. Modify the activity to meet your specific needs, for example, add a step to view the list of operators that have certain privileges:
    1. Click Add a step.
    2. Enter a label for the step.
    3. Click When, and then select Enable conditions before this action.
    4. Define when criteria. For more information, see Activity form - Completing the Steps tab - Entering preconditions.
    5. Click Submit.
  5. Click Save as.
  6. Click Create and open.
  • Previous topic Adding custom routing options in business logic-based routing
  • Next topic Configuring custom routing logic for assignments

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