Posted: 11 May 2015 14:10 EDT Last activity: 4 Oct 2018 11:08 EDT
Standard Agent runtime AccessGroup assignment
We are trying to create an agent whose AccessGroup should be determined and assigned at run-time. Basically, new request thread created for each agent queue message (work object) should be assigned to certain AccessGroup based on some params of the agent queue message (work object). Please share the best approach for this problem.
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This may be not the best solution but when a standard agent runs it picks up the access group of the operator who put in into the queue. So before you do a queue for agent using the params change the operator page with the new access group. Revert the changes once its done.
There is an attribute in each queue entry "pyAccessGroup" which will be used to setup the Ruleset List for the thread execution. As the access group is dependent on the work object parameters, we can have a custom queue activity which creates a queue page and sets this property(pyaccessgroup) dynamically based on work object params instead of using a standard "Queue-For-Agent" method.
Posted: 6 years ago
Posted: 10 Sep 2015 14:59 EDT
Phani Sahukaru (sahup1)
Architect - Financial Services
You can set the pyAccessGroup property with the desired access group name depending on your logic before queuing it. Check AddAssign activity of Assign- class for your reference where queuing is done for SLA processing.
Posted: 4 years ago
Updated: 4 years ago
Posted: 6 Nov 2017 12:32 EST Updated: 6 Nov 2017 12:31 EST