Mark_Mathis | 2017-10-11 16:27:41 UTC | #1
I was wondering if it was possible to add a skill to a call via a custom web connector call from within the call flow. The scenario is calls are to go to certain agents based on plan id (there are approx 10,000 plan ids). My idea is to store the appropriate skill name to the plan id in the database (Oracle). Within the custom connector, the routing skill id can be looked up from the name and assigned to the call.
Thanks in Advanced. -Mark
tim.smith | 2017-10-12 15:06:46 UTC | #2
There's not currently a great way to dynamically choose skills, but you can use the "parallel arrays" approach documented here: https://help.mypurecloud.com/articles/convert-string-value-typed-value/.
The feature to use a value returned from an external data source to assign a skill directly is being tracked as PURE-1493. I've added your request.
system | 2017-11-12 15:07:20 UTC | #3
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