HCL Technologies BV
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.
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.