Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

If anyone is interested and wants to do the same, I did manage to get this working

Data action - last agent on conversation

Data action - list skills for the agent

Flow - calculation, count skills from data action that match skill for incoming call (greater than maximum  IVR options you have)

Decision that says use preferred or not

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

Hi Andy,

im looking at implementing this for inbound emails, can you tell me how you setup your data action to get the last agent?

cheers 

If anyone is interested and wants to do the same, I did manage to get this working

Data action - last agent on conversation

Data action - list skills for the agent

Flow - calculation, count skills from data action that match skill for incoming call (greater than maximum  IVR options you have)

Decision that says use preferred or not

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

All good, i worked it out 

Hi Andy,

im looking at implementing this for inbound emails, can you tell me how you setup your data action to get the last agent?

cheers 

If anyone is interested and wants to do the same, I did manage to get this working

Data action - last agent on conversation

Data action - list skills for the agent

Flow - calculation, count skills from data action that match skill for incoming call (greater than maximum  IVR options you have)

Decision that says use preferred or not

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

Email should route to last agent anyway as its digital

All good, i worked it out 

Hi Andy,

im looking at implementing this for inbound emails, can you tell me how you setup your data action to get the last agent?

cheers 

If anyone is interested and wants to do the same, I did manage to get this working

Data action - last agent on conversation

Data action - list skills for the agent

Flow - calculation, count skills from data action that match skill for incoming call (greater than maximum  IVR options you have)

Decision that says use preferred or not

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

All good, i worked it out 

------------------------------
Paul Smith
Essential Data & Voice

Original Message:
Sent: 03-18-2023 09:42
From: Paul Smith
Subject: Last agent lookup

Hi Andy,

im looking at implementing this for inbound emails, can you tell me how you setup your data action to get the last agent?

cheers 

------------------------------
Paul Smith
Essential Data & Voice

Original Message:
Sent: 02-27-2023 08:10
From: Andy Jackson
Subject: Last agent lookup

If anyone is interested and wants to do the same, I did manage to get this working

Data action - last agent on conversation

Data action - list skills for the agent

Flow - calculation, count skills from data action that match skill for incoming call (greater than maximum  IVR options you have)

Decision that says use preferred or not

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 02-22-2023 08:58
From: Andy Jackson
Subject: Last agent lookup

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

#Routing(ACD/IVR)

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

If anyone is interested and wants to do the same, I did manage to get this working

Data action - last agent on conversation

Data action - list skills for the agent

Flow - calculation, count skills from data action that match skill for incoming call (greater than maximum  IVR options you have)

Decision that says use preferred or not

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

Hi Andy,

we are looking this scenario for inbound calls, can you tell us how you configure the data actions to get the last agent?

Many thanks!

If anyone is interested and wants to do the same, I did manage to get this working

Data action - last agent on conversation

Data action - list skills for the agent

Flow - calculation, count skills from data action that match skill for incoming call (greater than maximum  IVR options you have)

Decision that says use preferred or not

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

Here is a screenshot, I have added you as a contact and am happy to send you my data action as an export

you need to build a few attributes to get the period you want to cover off and to capture the customers ANI

With this as the body

{
  "interval": "${input.INTERVAL}",
  "order": "desc",
  "orderBy": "conversationStart",
  "paging": {
    "pageSize": 1,
    "pageNumber": 1
  },
  "segmentFilters": [
    {
      "type": "and",
      "predicates": [
        {
          "type": "dimension",
          "dimension": "mediaType",
          "operator": "matches",
          "value": "voice"
        },
        {
          "type": "dimension",
          "dimension": "purpose",
          "operator": "matches",
          "value": "agent"
        },
        {
          "type": "dimension",
          "dimension": "ani",
          "operator": "matches",
          "value": "tel:${input.CustomerPhoneNumber}"
        }
      ]
    }
  ]
}

Andy

Hi Andy,

we are looking this scenario for inbound calls, can you tell us how you configure the data actions to get the last agent?

Many thanks!

If anyone is interested and wants to do the same, I did manage to get this working

Data action - last agent on conversation

Data action - list skills for the agent

Flow - calculation, count skills from data action that match skill for incoming call (greater than maximum  IVR options you have)

Decision that says use preferred or not

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

Here is a screenshot, I have added you as a contact and am happy to send you my data action as an export

you need to build a few attributes to get the period you want to cover off and to capture the customers ANI

With this as the body

{
  "interval": "${input.INTERVAL}",
  "order": "desc",
  "orderBy": "conversationStart",
  "paging": {
    "pageSize": 1,
    "pageNumber": 1
  },
  "segmentFilters": [
    {
      "type": "and",
      "predicates": [
        {
          "type": "dimension",
          "dimension": "mediaType",
          "operator": "matches",
          "value": "voice"
        },
        {
          "type": "dimension",
          "dimension": "purpose",
          "operator": "matches",
          "value": "agent"
        },
        {
          "type": "dimension",
          "dimension": "ani",
          "operator": "matches",
          "value": "tel:${input.CustomerPhoneNumber}"
        }
      ]
    }
  ]
}

Andy

Hi Andy,

we are looking this scenario for inbound calls, can you tell us how you configure the data actions to get the last agent?

Many thanks!

If anyone is interested and wants to do the same, I did manage to get this working

Data action - last agent on conversation

Data action - list skills for the agent

Flow - calculation, count skills from data action that match skill for incoming call (greater than maximum  IVR options you have)

Decision that says use preferred or not

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

If anyone is interested and wants to do the same, I did manage to get this working

Data action - last agent on conversation

Data action - list skills for the agent

Flow - calculation, count skills from data action that match skill for incoming call (greater than maximum  IVR options you have)

Decision that says use preferred or not

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

Hi Andy,

Can you please tell us which API did you use to search the ANI?

Thank you,

Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 02-22-2023 08:58
From: Andy Jackson
Subject: Last agent lookup

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

#Routing(ACD/IVR)

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Nothing overly fancy, there is a bit of work in the flow to get "now" - 30 days to get the dates

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 09-25-2024 06:30
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Can you please tell us which API did you use to search the ANI?

Thank you,

Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 02-22-2023 08:58
From: Andy Jackson
Subject: Last agent lookup

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

#Routing(ACD/IVR)

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Hi Andy,

Could you please tell us what you put in the response part of the body?

Thank you,
Varun

Nothing overly fancy, there is a bit of work in the flow to get "now" - 30 days to get the dates

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 09-25-2024 06:30
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Can you please tell us which API did you use to search the ANI?

Thank you,

Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 02-22-2023 08:58
From: Andy Jackson
Subject: Last agent lookup

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

#Routing(ACD/IVR)

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Hi Andy,

Could you please tell us what you put in the response part of the body?

Thank you,
Varun

Nothing overly fancy, there is a bit of work in the flow to get "now" - 30 days to get the dates

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 09-25-2024 06:30
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Can you please tell us which API did you use to search the ANI?

Thank you,

Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 02-22-2023 08:58
From: Andy Jackson
Subject: Last agent lookup

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

#Routing(ACD/IVR)

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Hi

As a JSON

{
  "title": "List of last userIds / conversationIds ordered conversationStart desc",
  "type": "object",
  "properties": {
    "userId": {
      "description": "String array of userIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    },
    "conversationId": {
      "description": "String array of conversationIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    }
  },
  "additionalProperties": true
}

or

The only trouble I have with it is if the call was transferred it causes an error as there are 2 agents in the conversation.  I havent worked out how to return just the last

Hi Andy,

Could you please tell us what you put in the response part of the body?

Thank you,
Varun

Nothing overly fancy, there is a bit of work in the flow to get "now" - 30 days to get the dates

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 09-25-2024 06:30
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Can you please tell us which API did you use to search the ANI?

Thank you,

Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 02-22-2023 08:58
From: Andy Jackson
Subject: Last agent lookup

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

#Routing(ACD/IVR)

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Hi Andy, If you want the last item in an array, then in your translation map if you have the path $.conversation[] for example if you just add -1 to the index, eg  $.conversation[-1] this will retrieve the last item in the array. Doesn't work with tools like Jsonpath when validating though.

Hi

As a JSON

{
  "title": "List of last userIds / conversationIds ordered conversationStart desc",
  "type": "object",
  "properties": {
    "userId": {
      "description": "String array of userIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    },
    "conversationId": {
      "description": "String array of conversationIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    }
  },
  "additionalProperties": true
}

or

The only trouble I have with it is if the call was transferred it causes an error as there are 2 agents in the conversation.  I havent worked out how to return just the last

Hi Andy,

Could you please tell us what you put in the response part of the body?

Thank you,
Varun

Nothing overly fancy, there is a bit of work in the flow to get "now" - 30 days to get the dates

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 09-25-2024 06:30
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Can you please tell us which API did you use to search the ANI?

Thank you,

Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 02-22-2023 08:58
From: Andy Jackson
Subject: Last agent lookup

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

#Routing(ACD/IVR)

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Ah ha..That works when the agent hasn't transferred it, that's where I am getting stuck, that gets the last conversation, but I need to return the last agent in the array

This is my JSON

{
  "translationMap": {
    "userId": "$.conversations[-1].participants[?(@.purpose == 'agent')].userId",
    "conversationId": "$.conversations[?('agent' in @.participants[*].purpose)].conversationId"
  },
  "translationMapDefaults": {
    "userId": "[\"Not Found\"]",
    "conversationId": "[\"Not Found\"]"
  },
  "successTemplate": "{\n\t\"userId\": ${userId},\n \n\t\"conversationId\": ${conversationId}\n}"
}

Hi Andy, If you want the last item in an array, then in your translation map if you have the path $.conversation[] for example if you just add -1 to the index, eg  $.conversation[-1] this will retrieve the last item in the array. Doesn't work with tools like Jsonpath when validating though.

Hi

As a JSON

{
  "title": "List of last userIds / conversationIds ordered conversationStart desc",
  "type": "object",
  "properties": {
    "userId": {
      "description": "String array of userIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    },
    "conversationId": {
      "description": "String array of conversationIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    }
  },
  "additionalProperties": true
}

or

The only trouble I have with it is if the call was transferred it causes an error as there are 2 agents in the conversation.  I havent worked out how to return just the last

Hi Andy,

Could you please tell us what you put in the response part of the body?

Thank you,
Varun

Nothing overly fancy, there is a bit of work in the flow to get "now" - 30 days to get the dates

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 09-25-2024 06:30
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Can you please tell us which API did you use to search the ANI?

Thank you,

Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 02-22-2023 08:58
From: Andy Jackson
Subject: Last agent lookup

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

#Routing(ACD/IVR)

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

You may have to do that in the Architect Flow, get the array and in the Inbound Flow grab the last item, using count of items -1 to get the last index value and then get at that index.

At least from my googling, doesn't look like you can use an index AND a filter together

https://stackoverflow.com/questions/71655406/jsonpath-filter-array-and-get-only-the-first-element 

Ah ha..That works when the agent hasn't transferred it, that's where I am getting stuck, that gets the last conversation, but I need to return the last agent in the array

This is my JSON

{
  "translationMap": {
    "userId": "$.conversations[-1].participants[?(@.purpose == 'agent')].userId",
    "conversationId": "$.conversations[?('agent' in @.participants[*].purpose)].conversationId"
  },
  "translationMapDefaults": {
    "userId": "[\"Not Found\"]",
    "conversationId": "[\"Not Found\"]"
  },
  "successTemplate": "{\n\t\"userId\": ${userId},\n \n\t\"conversationId\": ${conversationId}\n}"
}

Hi Andy, If you want the last item in an array, then in your translation map if you have the path $.conversation[] for example if you just add -1 to the index, eg  $.conversation[-1] this will retrieve the last item in the array. Doesn't work with tools like Jsonpath when validating though.

Hi

As a JSON

{
  "title": "List of last userIds / conversationIds ordered conversationStart desc",
  "type": "object",
  "properties": {
    "userId": {
      "description": "String array of userIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    },
    "conversationId": {
      "description": "String array of conversationIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    }
  },
  "additionalProperties": true
}

or

The only trouble I have with it is if the call was transferred it causes an error as there are 2 agents in the conversation.  I havent worked out how to return just the last

Hi Andy,

Could you please tell us what you put in the response part of the body?

Thank you,
Varun

Nothing overly fancy, there is a bit of work in the flow to get "now" - 30 days to get the dates

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 09-25-2024 06:30
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Can you please tell us which API did you use to search the ANI?

Thank you,

Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 02-22-2023 08:58
From: Andy Jackson
Subject: Last agent lookup

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

#Routing(ACD/IVR)

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Ah ha..That works when the agent hasn't transferred it, that's where I am getting stuck, that gets the last conversation, but I need to return the last agent in the array

This is my JSON

{
  "translationMap": {
    "userId": "$.conversations[-1].participants[?(@.purpose == 'agent')].userId",
    "conversationId": "$.conversations[?('agent' in @.participants[*].purpose)].conversationId"
  },
  "translationMapDefaults": {
    "userId": "[\"Not Found\"]",
    "conversationId": "[\"Not Found\"]"
  },
  "successTemplate": "{\n\t\"userId\": ${userId},\n \n\t\"conversationId\": ${conversationId}\n}"
}

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 10-14-2024 17:20
From: Anton Vroon
Subject: Last agent lookup

Hi Andy, If you want the last item in an array, then in your translation map if you have the path $.conversation[] for example if you just add -1 to the index, eg  $.conversation[-1] this will retrieve the last item in the array. Doesn't work with tools like Jsonpath when validating though.

------------------------------
Anton Vroon

Original Message:
Sent: 10-14-2024 11:27
From: Andy Jackson
Subject: Last agent lookup

Hi

As a JSON

{
  "title": "List of last userIds / conversationIds ordered conversationStart desc",
  "type": "object",
  "properties": {
    "userId": {
      "description": "String array of userIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    },
    "conversationId": {
      "description": "String array of conversationIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    }
  },
  "additionalProperties": true
}

or

The only trouble I have with it is if the call was transferred it causes an error as there are 2 agents in the conversation.  I havent worked out how to return just the last

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 10-08-2024 12:07
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Could you please tell us what you put in the response part of the body?

Thank you,
Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 09-25-2024 06:48
From: Andy Jackson
Subject: Last agent lookup

Nothing overly fancy, there is a bit of work in the flow to get "now" - 30 days to get the dates

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 09-25-2024 06:30
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Can you please tell us which API did you use to search the ANI?

Thank you,

Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 02-22-2023 08:58
From: Andy Jackson
Subject: Last agent lookup

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

#Routing(ACD/IVR)

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Hi Andy,

Based on this response, I am receiving the raw data in JSON format. However, I am not getting any data in the input. I come as blank.

Is this something I need to query in the Architect flow?

Thank You,

------------------------------
Varun Chauhan


Original Message:
Sent: 10-16-2024 12:21
From: Andy Jackson
Subject: Last agent lookup

Ah ha..That works when the agent hasn't transferred it, that's where I am getting stuck, that gets the last conversation, but I need to return the last agent in the array

This is my JSON

{
  "translationMap": {
    "userId": "$.conversations[-1].participants[?(@.purpose == 'agent')].userId",
    "conversationId": "$.conversations[?('agent' in @.participants[*].purpose)].conversationId"
  },
  "translationMapDefaults": {
    "userId": "[\"Not Found\"]",
    "conversationId": "[\"Not Found\"]"
  },
  "successTemplate": "{\n\t\"userId\": ${userId},\n \n\t\"conversationId\": ${conversationId}\n}"
}

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 10-14-2024 17:20
From: Anton Vroon
Subject: Last agent lookup

Hi Andy, If you want the last item in an array, then in your translation map if you have the path $.conversation[] for example if you just add -1 to the index, eg  $.conversation[-1] this will retrieve the last item in the array. Doesn't work with tools like Jsonpath when validating though.

------------------------------
Anton Vroon

Original Message:
Sent: 10-14-2024 11:27
From: Andy Jackson
Subject: Last agent lookup

Hi

As a JSON

{
  "title": "List of last userIds / conversationIds ordered conversationStart desc",
  "type": "object",
  "properties": {
    "userId": {
      "description": "String array of userIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    },
    "conversationId": {
      "description": "String array of conversationIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    }
  },
  "additionalProperties": true
}

or

The only trouble I have with it is if the call was transferred it causes an error as there are 2 agents in the conversation.  I havent worked out how to return just the last

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 10-08-2024 12:07
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Could you please tell us what you put in the response part of the body?

Thank you,
Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 09-25-2024 06:48
From: Andy Jackson
Subject: Last agent lookup

Nothing overly fancy, there is a bit of work in the flow to get "now" - 30 days to get the dates

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 09-25-2024 06:30
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Can you please tell us which API did you use to search the ANI?

Thank you,

Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 02-22-2023 08:58
From: Andy Jackson
Subject: Last agent lookup

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

#Routing(ACD/IVR)

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Thank you, everyone. I was able to resolve the error I was encountering.

Hi Andy,

Based on this response, I am receiving the raw data in JSON format. However, I am not getting any data in the input. I come as blank.

Is this something I need to query in the Architect flow?

Thank You,

------------------------------
Varun Chauhan


Original Message:
Sent: 10-16-2024 12:21
From: Andy Jackson
Subject: Last agent lookup

Ah ha..That works when the agent hasn't transferred it, that's where I am getting stuck, that gets the last conversation, but I need to return the last agent in the array

This is my JSON

{
  "translationMap": {
    "userId": "$.conversations[-1].participants[?(@.purpose == 'agent')].userId",
    "conversationId": "$.conversations[?('agent' in @.participants[*].purpose)].conversationId"
  },
  "translationMapDefaults": {
    "userId": "[\"Not Found\"]",
    "conversationId": "[\"Not Found\"]"
  },
  "successTemplate": "{\n\t\"userId\": ${userId},\n \n\t\"conversationId\": ${conversationId}\n}"
}

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 10-14-2024 17:20
From: Anton Vroon
Subject: Last agent lookup

Hi Andy, If you want the last item in an array, then in your translation map if you have the path $.conversation[] for example if you just add -1 to the index, eg  $.conversation[-1] this will retrieve the last item in the array. Doesn't work with tools like Jsonpath when validating though.

------------------------------
Anton Vroon

Original Message:
Sent: 10-14-2024 11:27
From: Andy Jackson
Subject: Last agent lookup

Hi

As a JSON

{
  "title": "List of last userIds / conversationIds ordered conversationStart desc",
  "type": "object",
  "properties": {
    "userId": {
      "description": "String array of userIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    },
    "conversationId": {
      "description": "String array of conversationIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    }
  },
  "additionalProperties": true
}

or

The only trouble I have with it is if the call was transferred it causes an error as there are 2 agents in the conversation.  I havent worked out how to return just the last

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 10-08-2024 12:07
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Could you please tell us what you put in the response part of the body?

Thank you,
Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 09-25-2024 06:48
From: Andy Jackson
Subject: Last agent lookup

Nothing overly fancy, there is a bit of work in the flow to get "now" - 30 days to get the dates

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 09-25-2024 06:30
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Can you please tell us which API did you use to search the ANI?

Thank you,

Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 02-22-2023 08:58
From: Andy Jackson
Subject: Last agent lookup

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

#Routing(ACD/IVR)

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Hi Varun,

Glad you got the issue resolved.  Do you mind sharing the fix, it might help another community member in the future?

Thank you, everyone. I was able to resolve the error I was encountering.

Hi Andy,

Based on this response, I am receiving the raw data in JSON format. However, I am not getting any data in the input. I come as blank.

Is this something I need to query in the Architect flow?

Thank You,

------------------------------
Varun Chauhan


Original Message:
Sent: 10-16-2024 12:21
From: Andy Jackson
Subject: Last agent lookup

Ah ha..That works when the agent hasn't transferred it, that's where I am getting stuck, that gets the last conversation, but I need to return the last agent in the array

This is my JSON

{
  "translationMap": {
    "userId": "$.conversations[-1].participants[?(@.purpose == 'agent')].userId",
    "conversationId": "$.conversations[?('agent' in @.participants[*].purpose)].conversationId"
  },
  "translationMapDefaults": {
    "userId": "[\"Not Found\"]",
    "conversationId": "[\"Not Found\"]"
  },
  "successTemplate": "{\n\t\"userId\": ${userId},\n \n\t\"conversationId\": ${conversationId}\n}"
}

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 10-14-2024 17:20
From: Anton Vroon
Subject: Last agent lookup

Hi Andy, If you want the last item in an array, then in your translation map if you have the path $.conversation[] for example if you just add -1 to the index, eg  $.conversation[-1] this will retrieve the last item in the array. Doesn't work with tools like Jsonpath when validating though.

------------------------------
Anton Vroon

Original Message:
Sent: 10-14-2024 11:27
From: Andy Jackson
Subject: Last agent lookup

Hi

As a JSON

{
  "title": "List of last userIds / conversationIds ordered conversationStart desc",
  "type": "object",
  "properties": {
    "userId": {
      "description": "String array of userIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    },
    "conversationId": {
      "description": "String array of conversationIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    }
  },
  "additionalProperties": true
}

or

The only trouble I have with it is if the call was transferred it causes an error as there are 2 agents in the conversation.  I havent worked out how to return just the last

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 10-08-2024 12:07
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Could you please tell us what you put in the response part of the body?

Thank you,
Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 09-25-2024 06:48
From: Andy Jackson
Subject: Last agent lookup

Nothing overly fancy, there is a bit of work in the flow to get "now" - 30 days to get the dates

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 09-25-2024 06:30
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Can you please tell us which API did you use to search the ANI?

Thank you,

Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 02-22-2023 08:58
From: Andy Jackson
Subject: Last agent lookup

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

#Routing(ACD/IVR)

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Hi Samuel,

The code was essentially the same, but there was a minor error in one of the lines. A couple of characters that should have been in lowercase were written in uppercase. Addressing this mistake resolved the issue.

Thank you,
Varun

Hi Varun,

Glad you got the issue resolved.  Do you mind sharing the fix, it might help another community member in the future?

Thank you, everyone. I was able to resolve the error I was encountering.

Hi Andy,

Based on this response, I am receiving the raw data in JSON format. However, I am not getting any data in the input. I come as blank.

Is this something I need to query in the Architect flow?

Thank You,

------------------------------
Varun Chauhan


Original Message:
Sent: 10-16-2024 12:21
From: Andy Jackson
Subject: Last agent lookup

Ah ha..That works when the agent hasn't transferred it, that's where I am getting stuck, that gets the last conversation, but I need to return the last agent in the array

This is my JSON

{
  "translationMap": {
    "userId": "$.conversations[-1].participants[?(@.purpose == 'agent')].userId",
    "conversationId": "$.conversations[?('agent' in @.participants[*].purpose)].conversationId"
  },
  "translationMapDefaults": {
    "userId": "[\"Not Found\"]",
    "conversationId": "[\"Not Found\"]"
  },
  "successTemplate": "{\n\t\"userId\": ${userId},\n \n\t\"conversationId\": ${conversationId}\n}"
}

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 10-14-2024 17:20
From: Anton Vroon
Subject: Last agent lookup

Hi Andy, If you want the last item in an array, then in your translation map if you have the path $.conversation[] for example if you just add -1 to the index, eg  $.conversation[-1] this will retrieve the last item in the array. Doesn't work with tools like Jsonpath when validating though.

------------------------------
Anton Vroon

Original Message:
Sent: 10-14-2024 11:27
From: Andy Jackson
Subject: Last agent lookup

Hi

As a JSON

{
  "title": "List of last userIds / conversationIds ordered conversationStart desc",
  "type": "object",
  "properties": {
    "userId": {
      "description": "String array of userIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    },
    "conversationId": {
      "description": "String array of conversationIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    }
  },
  "additionalProperties": true
}

or

The only trouble I have with it is if the call was transferred it causes an error as there are 2 agents in the conversation.  I havent worked out how to return just the last

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 10-08-2024 12:07
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Could you please tell us what you put in the response part of the body?

Thank you,
Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 09-25-2024 06:48
From: Andy Jackson
Subject: Last agent lookup

Nothing overly fancy, there is a bit of work in the flow to get "now" - 30 days to get the dates

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 09-25-2024 06:30
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Can you please tell us which API did you use to search the ANI?

Thank you,

Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 02-22-2023 08:58
From: Andy Jackson
Subject: Last agent lookup

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

#Routing(ACD/IVR)

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

oooh, they are always tough ones.  Thanks for letting me know :D

Hi Samuel,

The code was essentially the same, but there was a minor error in one of the lines. A couple of characters that should have been in lowercase were written in uppercase. Addressing this mistake resolved the issue.

Thank you,
Varun

Hi Varun,

Glad you got the issue resolved.  Do you mind sharing the fix, it might help another community member in the future?

Thank you, everyone. I was able to resolve the error I was encountering.

Hi Andy,

Based on this response, I am receiving the raw data in JSON format. However, I am not getting any data in the input. I come as blank.

Is this something I need to query in the Architect flow?

Thank You,

------------------------------
Varun Chauhan


Original Message:
Sent: 10-16-2024 12:21
From: Andy Jackson
Subject: Last agent lookup

Ah ha..That works when the agent hasn't transferred it, that's where I am getting stuck, that gets the last conversation, but I need to return the last agent in the array

This is my JSON

{
  "translationMap": {
    "userId": "$.conversations[-1].participants[?(@.purpose == 'agent')].userId",
    "conversationId": "$.conversations[?('agent' in @.participants[*].purpose)].conversationId"
  },
  "translationMapDefaults": {
    "userId": "[\"Not Found\"]",
    "conversationId": "[\"Not Found\"]"
  },
  "successTemplate": "{\n\t\"userId\": ${userId},\n \n\t\"conversationId\": ${conversationId}\n}"
}

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 10-14-2024 17:20
From: Anton Vroon
Subject: Last agent lookup

Hi Andy, If you want the last item in an array, then in your translation map if you have the path $.conversation[] for example if you just add -1 to the index, eg  $.conversation[-1] this will retrieve the last item in the array. Doesn't work with tools like Jsonpath when validating though.

------------------------------
Anton Vroon

Original Message:
Sent: 10-14-2024 11:27
From: Andy Jackson
Subject: Last agent lookup

Hi

As a JSON

{
  "title": "List of last userIds / conversationIds ordered conversationStart desc",
  "type": "object",
  "properties": {
    "userId": {
      "description": "String array of userIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    },
    "conversationId": {
      "description": "String array of conversationIds",
      "type": "array",
      "items": {
        "type": "string"
      }
    }
  },
  "additionalProperties": true
}

or

The only trouble I have with it is if the call was transferred it causes an error as there are 2 agents in the conversation.  I havent worked out how to return just the last

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 10-08-2024 12:07
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Could you please tell us what you put in the response part of the body?

Thank you,
Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 09-25-2024 06:48
From: Andy Jackson
Subject: Last agent lookup

Nothing overly fancy, there is a bit of work in the flow to get "now" - 30 days to get the dates

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Original Message:
Sent: 09-25-2024 06:30
From: Varun Chauhan
Subject: Last agent lookup

Hi Andy,

Can you please tell us which API did you use to search the ANI?

Thank you,

Varun

------------------------------
Varun Chauhan
IP Integration Limited

Original Message:
Sent: 02-22-2023 08:58
From: Andy Jackson
Subject: Last agent lookup

Hi everyone, I wonder if someone can help

I have implemented a data action that gets the last agent that took a call from an ANI (last 30 days) and adds the agent GUID returned as the preferred agent.  This works perfectly and as I want it to, but I have a situation where the last agent might have been moved away from that team and no longer has the skill and should not handle that call, but of course it will still route to them.

I have a data action that gets a list of skills for an agent, but how do I check that the agent has the skill in the flow or a data action. I don't seem to be able to tie that part together or I cant get it in my head how to query them.

Any help would be appreciated

Andy

#Routing(ACD/IVR)

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------