Posted: 31 May 2019 4:41 EDT Last activity: 14 Mar 2020 5:10 EDT
pickBalancedOperator not able to return a skilled operator
I have been trying to prepare a demo to showcase intelligent routing capabilities of Pega using ToLeveledGroup routing activity that internally uses pickBalancedOperator function.
This function for some reason is not returning an available operator. I am not sure about the reason. The Operator is marked as "Operator is available to receive work". Property pyOpAvailable is set to true on the XML of the Operator record. However this part of the function does not return any value.
Can you crosscheck if the calendar object is set to the correct one ( with the time zone and working hrs etc) ? Also check the goal time and action time set on the newAssignPage which might have a bearing on the isAvailable function returning false.
The similar thing happened in one of the applications I was working on and the issue was with the calendar object not being correctly set.