Threshold Functions

IRD's Selection object, General tab, supports using threshold functions in strategies, which can eliminate the need to configure “looping” in complex strategies. They are useful for conditional routing when a strategy is required to perform many calculations instead of just comparing a few values. .

Threshold Expressions and Skill Expressions

ORS uses both skills expressions and threshold expressions.

• URS uses skill expressions for target selection for both routing (such as Ideal Agent) and for statistics (such as agent readiness).
• ORS uses threshold expressions for specifying target/queue thresholds (function SetTargetThreshold, and additional thresholds) in routing objects.

Run Function

Use the run function to extend skills/thresholds expressions with strategy logic via a combination of arithmetic, comparing, logic operators) and external logic written in form of a script (subroutine).

String run(subroutine, param1, param2) – executes provided subroutine and returns whatever value the subroutine returns. This function basically allows to execute from skill/threshold expression "any" logic – just it need to be packed into subroutine. There are following rules/limitations while working with function run.

Tip

Prior to ORS 8.1.400.61, the run function was previously undocumented. This function is in addition to the existing threshold functions.

The run function allows the use of a threshold script (such as a subroutine) in addition to a “threshold expression”. For example, a threshold expression such as run[SomeSubroutine, Target, ExtraData] will return 1 (meaning it is Ok to route) if SomeSubroutine applied to provided data will return 1. If the subroutine returns 0 then entire threshold expression also returns 0 (routing is not allowed)

Existing Threshold Expressions

You can use the following functions in threshold expressions (all lowercase):

[+] sdata

sdata(target, statistic)

Use this function to affect routing conditions based on statistics. Specify targets and statistics just like for the SData[] function described in the Universal Routing 8.0 Reference Guide. You can manually enter IRD predefined statistics, such as: PositionInQueue, CallsWaiting, and InVQWaitTime. Example:

sdata(Group2.GA, StatAgentsAvailable)>2

[+] acfgdata

acfgdata(Application name, folder, property, default value)

Use this function to affect routing conditions based on external data stored in properties of Configuration Layer Application objects (ApplicationConFigDATA). Returns a numeric value for the specified Application option. If an Application has no such option then the default value is returned. Example:
sdata(Group2.GA, StatAgentsAvailable)>acfdata(URS, default, MinNumOfRdyAgents, 2)
GET SCREEN CAPTURES

• If the VisaCard queue has more than 30 voice calls waiting in virtual queue and
• If the number of stolen card in VisaCard system exceeds 200.

Borrowing Triggering Conditions for VisaCard

• If the MasterCard queue has 0 calls waiting and
• 2 agents with skill MasterCard level >=5 with an available voice channel.

Lending Triggering Conditions for MasterCard

[+] callage

callage

Use this function to return the age of an interaction in seconds. Use for time-based routing conditions, such as a call that can only be routed if it waits more then 60 seconds.

[+] lcfgdata

lcfgdata(list name, item, attribute, default value)

Use this function to affect routing conditions based on external data stored in IRD list objects. Returns a numeric value for a specified attribute of a list object’s item. If a list object has no such item or attribute, the default value is returned. Works like acfgdata, but uses an IRD list object (ListConFigDATA) instead of an Application. Return value type: FLOAT. If you need a review of list objects, see the Universal Routing 8.1 Reference Manual.