An operator's access group affects what the operator can do in the application. In addition to the access group, the following fields in the operator record influence how the application handles assignment of work to the user.

• Configuring the operator work group

  The work group setting in the operator record affects how your application delivers work to the operator. Pega Retail Advisor uses a single work group and workbasket to manage the customer queue. If you want to change the default work group, reviewReview the Operator record and determine the rules for assigning a work group to an operator or the role that multiple operators hold.

• Defining the operator skills

  Skill settings in the operator record affect how the application routes work to the operator. Skill settings also affect how the application gets the most appropriate work when using the Get Next Work feature. You must determine the skills that are appropriate for your application and operators.

• Configuring the operator calendar

  The application calendar affects date calculations within the application, such as the date between business days calculation, and the SLA goal and deadline date calculation. The calendar on the operator record is relevant only if you have users who are not working in the same time zone as the rest of the organization. Otherwise, the application uses the calendar on the organization record and you can skip this step.

• Implementing the security model and organization structure