Route to a skilled work group: This is used when the assignment requires a specific skill (e.g., Russian language) or certification, and any available member of that group can complete it.

Route to a work queue: This is appropriate for an organizational unit like Accounts Receivable where the work (auditing billing requests) is generic and can be done by any available user in that team's queue.

Route to a specific user: This is used when the task must go to a single, named individual holding a specific role (e.g., a Vice President) regardless of their immediate availability or skill set.

Route to the current user: This maintains user affinity by ensuring subsequent steps in a sequential task or screen flow are assigned to the user who started the work, completing the series of screens.

Official Vendor Documentation (Pega Platform):

Reference: Pega Platform Documentation, Configuring Routing, "Routing work to users, work queues, or specific skill sets."

Details: This section details four primary routing types. Work Queue routing is used for teams/groups (like Accounts Receivable). Skill-based routing is for specific proficiencies (like speaking Russian). Specific User routing targets a unique person (like a VP). Current User routing ensures continuity.

Official Vendor Documentation (Salesforce Flow/Omni-Channel):

Reference: Salesforce Documentation, Omni-Channel Routing, "Routing Methods in Omni-Channel."

Details: Documents the use of Skills-Based Routing to match work items to agents with specific expertise (Russian speaker) and Queue-based routing for generic team assignments (Accounts Receivable).

Peer-reviewed academic publications (BPM/Workflow Management):

Reference: W. van der Aalst, A. H. M. ter Hofstede, B. Kiepuszewski, and A. P. Barros, Workflow Patterns, Distributed and Parallel Databases 14, 5-51 (2003). https://doi.org/10.1023/A:1022883727282.

Details: Discusses routing primitives. The Role-Based/Organizational Routing (Work Queue/Work Group) pattern is used for organizational units. The Resource-Based Routing (Specific User) pattern is for unique individuals. The Rerouting/Handover (Current User affinity) pattern ensures sequential execution by the same party.