Set Ideal Agent Block
Contents
Starting with Composer release 8.1.410.14, workflow diagrams add a Set Ideal Agent block to the Routing palette, which allows you to select the most ideal agent to handle an interaction when more than one agent is available. You can also use this functionality to select the most ideal interaction when there is more than one interaction competing for the same agent. The Composer Set Ideal Agent block invokes the Universal Routing Set Ideal Agent functionality described in Using Agent Skills for Ideal Agent Selection.
This block has two specific Set Ideal Agent properties: Interaction ID (default: system.InteractionID) and Target (provides support for Skill Expression Builder).
Name Property
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Block Notes Property
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Exceptions Property
Find this property's details under Common Properties. The error.session.fetch exception is supported.
Condition Property
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Logging Details Property
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Log Level Property
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Interaction ID Property
Set to a meaningful value or keep the default value, which is the system variable system.InteractionID. Can be used for interaction-less processing for scenarios where the InteractionId variable is not automatically initialized, but instead must wait for an event. An example would be an SCXML application triggered by a Web Service that does not add an interaction.
ORS Extensions Property
Starting with release 8.1.4, Composer blocks used to build routing applications (with the exception of the Disconnect and EndParallel blocks) add a new ORS Extensions property.
Enable Status Property
Find this property's details under Common Properties.
Target Property
Use this property to specify a skill expression.
- If you have not already done so, connect to Configuration Server.
- Opposite the Target property, click under Value to display the button.
- Click the button. Expression Builder opens with Target selected and available Skills listed below.
- Construct a skill expression to select the ideal agent as described in Using Agent Skills for Ideal Agent Selection.
[+] Set Ideal Agent Code Sample