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Adding custom routing options in business logic-based routing

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Process cases quicker by creating custom routing options for assignments. To ensure that assignments are routed to the most appropriate worker, edit the parameters of your custom options.

In the business logic-based routing, you can use the following default custom options to route assignments:

  • Route based on availability and skill set
  • Route based on availability, skill set, and work load

In a dialog box, you can enter values for the parameters that are needed for the selected option.

To meet your specific business needs, create your own custom options by overriding the pyGetRoutingAPIs data transform:

  1. In the navigation pane of Dev Studio, click Records.

  2. Expand the Data Model category, and then click Data Transform.

  3. On the Instances of Data Transform tab, open the pyGetRoutingAPIs data transform.

  4. On the Definition tab, set the pyStandardValue parameter as equal to the name of your API.

  5. Set the pyPromptValue parameter as equal to the label of your API.

  6. Configure the return of the API by setting the pyAPIReturnType parameter:

    • To route the assignment to a worker, enter "OPERATOR".
    • To route the assignment to a work queue, enter "WORKQUEUE".
  7. Click Save as.

  8. Click Create and open.

  9. Optional:

    Customize the source of properties that are mapped with parameters:

    1. In the navigation pane of Dev Studio, click Records.

    2. Expand the Technical category and click Activity.

    3. On the Instances of Activity tab, open pySetRuleKeys.

    4. Set the Param.RuleClass parameter as equal to the class that you want to use as the source for the parameters of your custom API.

    5. Click Save as.

    6. Click Create and open.

  10. Optional:

    Include custom UI elements in the Parameters section:

    1. In the navigation pane of Dev Studio, click Records.

    2. Expand the User Interface category, and then click Section.

    3. On the Instances of Section tab, open pyRuleParamsUIExtension of a class Data-MO-Activity-Router.

    4. Customize the section to meet your specific needs.

    5. Click Save as.

    6. Click Create and open.

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