Chapter 3: Interaction Routing Designer Functions Reporting Functions
Reporting Functions
shows the
Function Properties dialog box with
Reporting selected.
Peg
466
Figure 207: Function Properties Dialog Box, Reporting Functions
This section presents functions in the
Reporting
category (see Table 99 on
).
Parameters:
Peg Name
:
STRING
or variable (representing a string for the peg name)
Increment
:
INTEGER
or variable
Return value type:
VOID
This function creates a user-defined peg—a key-value pair of data to attach to the interaction. At the first call of the function for a given
Peg Name
, the value of the peg with that name is set to the value of the Increment argument. Every
Universal Routing 7.6
Chapter 3: Interaction Routing Designer Functions Reporting Functions subsequent call with the same
Peg Name
adds Increment to the previous value of the peg. Before URS directs T-Server to route the interaction, it attaches to the interaction the pair with the key
Peg Name
and with the value of the sum of all encountered increments.
URS sends peg data along with previously attached data to a remote T-Server in the external routing dialog box (conducted by URS if the option use_extrouter
is set to true
).
See Chapter 6, “Automatically Attached Pegs,”
for more information
about the peg function.
PegSF
In addition to user-defined pegs, there is a set of automatic pegs that URS can attach to an interaction in certain circumstances. All automatic pegs are always incremented by
1
with exception of PegSF, which does not increment with each interaction. Instead, a new peg is created. URS only attaches it when a
Service Level routing rule is encountered in a strategy. PegSF does not provide real-time information about achieving Service Level specifications. URS calculates the peg value based on an average of the levels for the first 50 calls or every 30 seconds, whichever comes first.
Important Information
•
External routing for T-Servers is now called Inter Server Call Control
(ISCC)
PegValue
Parameters:
Object
:
STRING
(high-level target) or variable (representing a string for the target)
Statistic
:
STRING
or variable (representing a string for the statistic)
Return value type:
FLOAT
This function operates in the same way as SData (see
). In IRD, the
types in the dialog box for the Object and Statistic parameters include:
•
Agent
•
Agent Group
•
Destination Label
•
Place
•
Place Group
•
Queue
•
Queue Group
•
Routing Point (virtual and real)
•
Variable
Reference Manual 467
