Question
Infosys
IN
Last activity: 2 Aug 2019 6:11 EDT
Skill Based Routing - pickBalancedOperator() function not returning OperatorID
Hi ,
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***
Pegasystems Inc.
US
Is your operator available to receive work? You can check the Availability settings on the Work tab of the Operator ID record.
Pegasystems Inc.
US
Infosys
IN
Hi SusanLiu ,
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 .
Hi SusanLiu ,
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 .
Pegasystems Inc.
US
To add debug logging to the function, you can use a private checkout.
1. Run the pzPrivateCheckOut rule using the function's pzInsKey as the parameter value.
2. Open the checked out version of the function, add your desired logging, and then click Generate Function.