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 Titto Thommy (TittoThommyT)
HCL Technologies BV

HCL Technologies BV
NL
TittoThommyT Member since 2017 3 posts
HCL Technologies BV
Posted: May 31, 2019
Last activity: March 14, 2020
Posted: 31 May 2019 4:41 EDT
Last activity: 14 Mar 2020 5:10 EDT
Closed

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.

pega_procom_routing.isAvailable(strUserID, aGoalTime, actionTime, aEffort, tools)

I see that the "strUserID" is getting passed for the correct Operator, but no value returned.

Any advice from technical architects?

Thanks in advance.

Data Integration Java and Activities
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Posted: 2 years ago
Posted: 7 Jun 2019 7:41 EDT
Anoojit Dhar (AnoojitD)
Capgemini

Capgemini
SE

Hi,


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.


Thanks


 

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