Run Function

Starting with release 8.1.400.??, IRD's Selection object adds the run function to the list of threshold functions available in the General tab. Like the other threshold functions, the run function is useful for conditional routing involving complex strategy logic that cannot be represented with single expression, eliminating the need to configure complex “looping” in strategies.

Use of Threshold Script

The run function extends skill and threshold expressions with external logic by allowing you to specify a threshold script (such as a subroutine) in addition to the regular threshold expression.

String run(subroutine, param1, param2) executes the skill/threshold expression logic packed in the provided subroutine and returns a value. For example, a threshold expression such as run[SomeSubroutine, Target, ExtraData] returns 1 (meaning it is Ok to route) if SomeSubroutine applied to provided data returns 1. If the subroutine returns 0 then entire threshold expression also returns 0 (routing is not allowed). The run function allows execution of any logic from a skill/threshold expression – the logic just needs to be packed into the threshold script.

Run Function Samples

Below is a sample of threshold expression using the run function:

sdata[ITC_COE_Disputes_MAS_ANY_VAG@.GA,StatAgentsTotal] < 1 & run[Sub_OpenHoursCheck,ITC_COE_OpenHours,ITC_COE_OpenHoursPlansList] >"0"

In this example, The run subroutine gets as input the name of a List object (ITC_COE_OpenHours), the name of the section within the List object (ITC_COE_OpenHoursPlansList)

  - get from this section information about today's open hours and check current time – is it or not within open hours boundaries.

Sample of skill expression might be: run[IsAgentScoreGood, CallerID, ExtraData] > "0". It is assumed that subroutine IsAgentScoreGood will return is specific agent good or bad for caller. Subroutine must have 4 input parameters and when called

   param1 will be agent name, param2 - name of VQ if known, param3=CallerID, param4= ExtraData. 

URS will apply this subroutine to every agent and only those for whom subroutine return not 0 vale will be considered as valid targets.

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.

Threshold Expressions and Skill 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.