Hiya,
The way I have described is the out of the box way to do it, and works perfectly within my PDI on Vancouver. I'm unsure if there were changes to the platform at some point that introduced this:
Please verify your sysId's are correct.
As an example, using the demo data on a Vancouver PDI. This script to set the live agent variable:
Correctly leads to the record being created in the interaction_m2m_skill table at the correct level:
This is all controlled by a business rule on the interaction_context table 'Update m2m skills by interaction context'. If you take a look at this business rule, you will see that it calls the method processSkills on the script include ChatInteractionUtil(), and if you take a look at that script you should see: (unless your instance version doesn't have this capability yet)
You could also create a topic block to set skills/levels, and simply creating a record(s) on the interaction_m2m_skill table manually through script.
All you need is:
- Current interaction sysId
- Skill sysId
- Skill level sysId
