Posted: 1 Aug 2019 7:58 EDT Last activity: 2 Aug 2019 6:11 EDT
Skill Based Routing - pickBalancedOperator() function not returning OperatorID
I am Facing Issue in proceeding with Skill Based Routing ( Activity : ToSkilledGroup ) . All the Time Case is getting routed to manager Instead of Skilled Operator .
When i Analyse on the Activity i can see Step 1 : pickBalancedOperator() function returning Blank value , but in the Tracer i can see the SQL in pickBalancedOperator() function ( with Join of pegadata.pr_operators, pegadata.pr_index_operatorskills ) returning 1 results .
But Still pickBalancedOperator() Function returning NULL value , hence its assigning to WorkGroup manager .
Steps to Reproduce :
1. Update my operator rule with Required Skill
2. In Flow - Assignment ( Route to - > Custom ; Assignment Type : WorkList ; Router :ToSkilledGroup; Workgroup and Skill defined in my operator )
instead of case routed to me case routed to work group manager alone
***Edited by Moderator: Lochan to update platform capability tags***
I have already gone through this article , which will be explaining how the pickBalancedOperator () function is working .
the Issue i was facing over here is function is returning NULL values ( even i have desired operator to assign - In Tracer i can see the SQL in pickBalancedOperator() function ( with Join of pegadata.pr_operators, pegadata.pr_index_operatorskills ) returning 1 results ) , But the function returning NULL value so the case is routing to manager .
I tried to add log Message in pickBalancedOperator () Functions to Check the values . but while trying to save as the pickBalancedOperator () Functions in our ruleset. its showing Routing Library is not availble.
Checked on records -> technical - > Library not able to find the Routing library .
Not sure if this is causing the issue ?., if so can you help me on how to proceed .