Genesys Cloud - Main

Hello Everyone,

Apologies for this silly question, we're just new to the system. Could you please help me what does this expression on decision means?

-ToBool(If(FindFirst(Flow.StatusList, "IDLE") >= 0, GetAt(Flow.QueueCounts, FindFirst(Flow.StatusList, "IDLE")), 0))

Based on my own understanding, it says that when 1 or more agent is Idle, the decision succeeds right? please confirm if I have understood it correctly.

Thank you in advance.

Hello Everyone,

Apologies for this silly question, we're just new to the system. Could you please help me what does this expression on decision means?

-ToBool(If(FindFirst(Flow.StatusList, "IDLE") >= 0, GetAt(Flow.QueueCounts, FindFirst(Flow.StatusList, "IDLE")), 0))

Based on my own understanding, it says that when 1 or more agent is Idle, the decision succeeds right? please confirm if I have understood it correctly.

Thank you in advance.

Justine,

It is true that the If statement would be true at that point, and then it return the value of GetAt(Flow.QueueCounts, FindFirst(Flow.StatusList, "IDLE") and convert it to boolean.  This may cause problems if the index value of the first IDLE in the Flow.StatusList is greater than the count of Flow.QueueCounts.  I don't know the context of the expression, whether or not it is part of an Update Data action or part of a bigger expression of something else.  But, you are not storing the results of  GetAt(Flow.QueueCounts, FindFirst(Flow.StatusList, "IDLE") anywhere, why wouldn't the then, in the if/then statement just be 1?

Thanks, 

Hello Everyone,

Apologies for this silly question, we're just new to the system. Could you please help me what does this expression on decision means?

-ToBool(If(FindFirst(Flow.StatusList, "IDLE") >= 0, GetAt(Flow.QueueCounts, FindFirst(Flow.StatusList, "IDLE")), 0))

Based on my own understanding, it says that when 1 or more agent is Idle, the decision succeeds right? please confirm if I have understood it correctly.

Thank you in advance.

Hi Jason, 

with regard to the above suggestion, would the if/then statement be like this? I have highlighted the possible changes.

#73 Decision -ToBool(If(FindFirst(Flow.StatusList, "IDLE") >= 0, GetAt(Flow.QueueCounts, FindFirst(Flow.StatusList, "IDLE")), 1))

Also, here's a snap of our inbound call flow for your reference. 

Thank you and have a great day. 

Justine,

It is true that the If statement would be true at that point, and then it return the value of GetAt(Flow.QueueCounts, FindFirst(Flow.StatusList, "IDLE") and convert it to boolean.  This may cause problems if the index value of the first IDLE in the Flow.StatusList is greater than the count of Flow.QueueCounts.  I don't know the context of the expression, whether or not it is part of an Update Data action or part of a bigger expression of something else.  But, you are not storing the results of  GetAt(Flow.QueueCounts, FindFirst(Flow.StatusList, "IDLE") anywhere, why wouldn't the then, in the if/then statement just be 1?

Thanks, 

Hello Everyone,

Apologies for this silly question, we're just new to the system. Could you please help me what does this expression on decision means?

-ToBool(If(FindFirst(Flow.StatusList, "IDLE") >= 0, GetAt(Flow.QueueCounts, FindFirst(Flow.StatusList, "IDLE")), 0))

Based on my own understanding, it says that when 1 or more agent is Idle, the decision succeeds right? please confirm if I have understood it correctly.

Thank you in advance.

Justine,

It looks like you want to route to a queue if you have agent at least 1 idle agent in the queue.  If that's the case, the only thing you need for the expression in the Decision action is, FindFirst(Flow.StatusList, "IDLE") >= 0.  The Decision action itself is an if/then statement.  So, FindFirst is going to return the index value for the first "IDLE" in the Flow.StatusList array.  So, as long as "IDLE" is in the array, the return value will be >= 0, and it will follow the yes path.  If there are no agents IDLE then, it will return the value of -1, which will follow the No path.    

Thank you,

Hi Jason, 

with regard to the above suggestion, would the if/then statement be like this? I have highlighted the possible changes.

#73 Decision -ToBool(If(FindFirst(Flow.StatusList, "IDLE") >= 0, GetAt(Flow.QueueCounts, FindFirst(Flow.StatusList, "IDLE")), 1))

Also, here's a snap of our inbound call flow for your reference. 

Thank you and have a great day. 

Justine,

It is true that the If statement would be true at that point, and then it return the value of GetAt(Flow.QueueCounts, FindFirst(Flow.StatusList, "IDLE") and convert it to boolean.  This may cause problems if the index value of the first IDLE in the Flow.StatusList is greater than the count of Flow.QueueCounts.  I don't know the context of the expression, whether or not it is part of an Update Data action or part of a bigger expression of something else.  But, you are not storing the results of  GetAt(Flow.QueueCounts, FindFirst(Flow.StatusList, "IDLE") anywhere, why wouldn't the then, in the if/then statement just be 1?

Thanks, 

Hello Everyone,

Apologies for this silly question, we're just new to the system. Could you please help me what does this expression on decision means?

-ToBool(If(FindFirst(Flow.StatusList, "IDLE") >= 0, GetAt(Flow.QueueCounts, FindFirst(Flow.StatusList, "IDLE")), 0))

Based on my own understanding, it says that when 1 or more agent is Idle, the decision succeeds right? please confirm if I have understood it correctly.

Thank you in advance.