jfisch | 2020-10-27 20:44:47 UTC | #1
I am trying to set agent score pairs for preferred agent routing and would like to set a score for all agents with a specified skill. We have connected our system to Salesforce and pull some data from there. One field we pull is "Region" which is a picklist containing US State abbreviations. We then created matching skills in Genesys for each US State. In the flow, we set the variable SalesforceRegion = flow.region . I am trying to do something along the lines of:
MakeList( MakeAgentScorePair( FindUserById(Flow.CaseOwner.id, 100 ), MakeAgentScorePair(
All users with skill "flow.region"** 90 ) )
If there is a way to write this formula, please advise. There is no information in the PureCloud Resource Center concerning setting preferred agents based on skill.
MelissaBailey | 2020-10-28 14:26:56 UTC | #2
Architect does not have an expression that lets you find users by a skill. Write a purecloud data action to get the users with that skill. Use the /api/v2/users/search endpoint, the request body will look similar to this { "query": [{ "fields": ["routingSkills.name"], "value": "insertSkillNameHere", "operator": "AND", "type": "EXACT" }] }
Create a collection variable of agent score pairs and add the case owner & score. Loop through the results of the data action and add each user (using the FindUserById expression) & score to the collection variable using the AddItem expression
https://help.mypurecloud.com/articles/about-genesys-cloud-data-actions-integration/
system | 2020-11-28 14:27:01 UTC | #3
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