TimoV | 2021-11-05 06:05:17 UTC | #1
We have a use case for checking if there are agents with specific skillset available in a queue. Developed data action to poke routing API endpoint GET /api/v2/routing/queues/{queueid}/members?skills={skillname}.
When testing, it turned out that Filter by skills attribute returns also members with partial match to skills filter. For example, member with skill "SkillAB" will be returned if my filter says "skills=SkillA".
Is this the way it's designed to be working or do we have a defect in the API? I mean, I cannot think of use case where partial match would make sense.
Thanks, Timo
Eos_Rios | 2021-11-05 13:15:11 UTC | #2
That is how routing is designed. You must have all the skills a call is requesting to be a valid target for it, but those don't have to your only skills because if SkillA,B is your minimum to handle the call having SkillA,B,C means you're more than qualified.
Note the intraday screens work the opposite (planning group matches there are exact)
TimoV | 2021-11-06 05:43:13 UTC | #3
Yes, I'm aware of that. The question was not about routing, but the fact that filtering in the API endpoint mentioned matches partial skill name.
Eos_Rios | 2021-11-06 13:47:21 UTC | #4
You should skip the forum and go straight to a support ticket if it's not explicitly documented as intentionally behaving that way because it's either a bug or not documented properly, which is also a bug.
system | 2021-12-07 13:47:28 UTC | #5
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