What does "dynamic routing" in Pega enable?

Dynamic routing in Pega is a powerful capability that enhances the workflow management system by enabling automatic case assignment to the most suitable users or workgroups. This means that cases can be directed to the right team members based on certain criteria, such as their skills, workload, or availability. By automating this process, dynamic routing not only streamlines operations but also ensures that cases are resolved efficiently and effectively by the best-suited individuals.

In contrast to manual case assignment, which requires human intervention to determine where cases should go, dynamic routing eliminates the need for such actions, thereby reducing delays and improving productivity. It also diverges from static user case management, which does not adapt to changing conditions or needs, and from case assignment based solely on user availability, which may not consider other critical factors like expertise or previous case history. Overall, dynamic routing creates a more responsive and intelligent system for managing work within Pega applications.