Route to Agent by Skills Using Target ID
The following SCXML strategy uses the target id format to route an interaction to an agent with a particular set of skills.
<scxml version="1.0" xmlns="http://www.w3.org/2005/07/scxml" xmlns:queue="www.genesyslab.com/modules/queue" xmlns:dialog="www.genesyslab.com/modules/dialog" initial="initial"> <state id="initial"> <transition event="interaction.added" target="routing"/> </state> <state id="routing"> <onentry> <queue:submit priority="5" timeout="20"> <queue:targets> <queue:targetid expr="'?:Checking > 5 & English > 8@.GA'"/> </queue:targets> </queue:submit> </onentry> <transition event="queue.submit.done" target="exit"> <log expr="'DONE'"/> <log expr="_genesys.ixn.interactions[0].voice.ani"/> <log expr="'DONE'"/> <log expr="_event.data.targetselected"/> </transition> <transition event="error.queue.submit" target="error"/> </state> <final id="exit"/> <final id="error"/> </scxml>
This page was last edited on September 22, 2017, at 13:06.
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