Dynamic Precision Queue Selection in ICM

[anthonyroesler]

Trying to use dynamic precision queues and need assistance with the formula editor.

Was going to use an if function and have it check the calltype ID, one calltype ID goes to one queue, all other calltype ID's go to the other queue.

Was using something like

if(call.calltypeid==XXXXX, PQ.XXXA, PQ.XXXB)

[Sasikumar Divvela]

you want to use call id or call type id ? i see you used calltype id in formula. 

"one call ID goes to one queue, all other call ID's go to the other queue." -- if you are going to send all other calls to other queue you can just use the negative path and route the different queue right ?

[anthonyroesler · Accepted solution]

Sorry, want to use calltypeID. I edited the original post.

We want one certain calltypeID to go to one queue and all other calltypeID's go to a different queue. I'm just not certain how to set it to the PQ name. I receive an error when I try to save the formula.

if(call.calltypeID==11414,PQ.ITSC_OSS,PQ.ITSC)

[Piyush Verma · Accepted solution]

There are couple of ways to handle this. 

In your script, For every Call Type IF condition – you can use “set variable” node to set the PQ name in one of the call variable (for example, in set variable node, Call.PeripheralVariable1 = “Sales_PQ”).

And then on the Precision Queue node, you set that PQ to be “Dynamically”, Find by Precision Queue Name, click on the Formula editor – and set it to “Call.PeripheralVariable1”

Sample Dynamic PQ example attached