Hi, I am facing issue in Skill based routing omni channel flow. My requirement is if subject contains multiple skill then route work for multiple skill agent. In omni channel flow i am using add skill requirement element, and in it, i am using use variable to pass the multiple skill ids. but for multiple skill ids, this feature is not working fine. Also it is not taking collection of text variable which has multiple ids. Could someone please help & Guide. Thanks & Regards, Anshu
Greetings, @Anshu Kamble
I believe the root cause of your problem is that the Add Skill Requirement element cannot natively read a standard Text Collection of IDs or a single text string of combined IDs.
To make sure I can you please answer the following questions:
- How are the skills currently being identified? How is your flow scanning the Subject to find the skills? (e.g., Are you using a series of Decision elements, or do you have a custom mapping table/Custom Metadata Type that links keywords to Skill IDs?)
- Are these skills "Required" or "Optional"? Should all the identified skills be strictly mandatory for the agent to have, or are some skills preferred (additional) if an exact match isn't immediately available?
- What is the current data type of your skills variable? Is your current variable a Text Collection variable holding individual IDs, or a single Text variable containing comma-separated IDs? If you resolved this, please share your answer so that others can learn.
Be well- Katende
