apashchenko | 2018-08-01 15:40:40 UTC | #1
Hi all,
I'm wondering if the following behaviour is possible to set up in Salesforce/PureCloud. We trigger data from Salesforce via Call Data Action in Architect. We want to use the data received by the request (i.e. Salesforce fields and values) to operate as a skill component in PureCloud and affect the routing of the inbound call.
Let me know if someone is having a similar experience/idea? High level we want to implement dynamic routing logic where skills may vary.
Best, Anton.
Jason_Mathison | 2018-08-01 15:48:31 UTC | #2
I believe you currently have to approach converting a string into a skill via the parallel arrays method documented here:
https://help.mypurecloud.com/articles/convert-string-value-typed-value/
apashchenko | 2018-08-01 16:07:50 UTC | #3
can we convert values dynamically, i.e. if the field value in SF is changed, the skill in PureCloud for related agents will be updated as well?
Richard.Schott | 2018-08-01 19:57:18 UTC | #4
That might be possible using a trigger within Salesforce to hit the PureCloud API to create a new skill. Unfortunately, I don't see a route for updating skills, only get, create, and delete:
https://developer.mypurecloud.com/api/rest/v2/routing/index.html
system | 2018-09-01 20:05:05 UTC | #5
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