Is there a way in which we could take our 100+ Forms routed to 30+ AGs and predict who within each AG is the Analyst who is most likely to resolve the case successfully and assign the case to that Analyst?
Ideally long term having a much shorter list of Forms/Services and using the PI ML to predict who are the teams and individuals in these teams who should handle those cases?
Has anyone here used AWA or Agent Affinity with PI for HRSD?
