Virtual Agent Skill Determination

[Mukesh Khanna P]

I'm having a requirement to associate a skill to interaction record based on the context variable values. But when I try to get the value of interaction record context variable in skill determination rule, the script is returning undefined. I've enabled the OOTB business rule as well. The json blob record for the interaction is also returning null in the skill determination rule script.

If we cannot access the context variable in skill rule, then what is the meaning of having this feature, please guide me with some steps to achieve this requirement.


@Muralidharan BS @Chris D Please help me if you can

[Tamar3]

@Mukesh Khanna P I'm having the same issue, did you find a solution for this?

[Mukesh Khanna P]

@Tamar3 

We have raised HI ticket for this issue, but resolution is still not provided from ServiceNow. It is OOTB bussiness rule, we are just checking the context variable value in the skill determination rule. But unfortunately it is returning undefined as the OOTB interaction skill detrmination BR runs before "insert". If the BR doesn't pass the context variable value before "Insert" and add the skill to the interaction from skill rule defined, then why are they having this OOTB - BR in the instance?

[Tamar3]

Thanks for your response!

I deactivated the BR and copied the BR script which is calling the skill determination rules and moved it to a VA topic after setting the context variable and still the skill determination rule could not read the context variable.

I will share here if I have any findings.

[Mukesh Khanna P]

After thinking for some time I got an idea now, we have the current interaction sys_id in the following variable "vaVars._interaction_record_sysid", I'll give you an idea instead of using OOTB - BR, Skill Determination Rule and script include to associate skill to the interaction.

Upon checking the OOTB BR and Script Include, it is associating the skill to the interaction on "interaction_m2m_skill" table based on the skill determination rule. As it is not working as expected, we can directly add the interaction sys_id and skill sys_id to this table "interaction_m2m_skill" from topic flow, this will route the case to the agent who is having skill based on the assignment rule created for the queue.

I'm going to try this in my VA flow script and see if this works for me, try it out for you requirement and mark it as correct if it works for you!

Please Note: This alternative of adding the skill to interaction in VA flow should be done before calling vaSystem.connectToAgent()