Routing scenarios depending on variable’ categories’ value

Architect & Flows
1

Hi supporters,

I have been deploying an e-Servies scenario on Composer.

My scenario as below:

  1. Entry block is used to began an application, and to define and initialize system( predefined) and user(custom) variables

  2. Assign block is used to:

  • assign a category to a variable ‘categories’, depending on user data parsing
  1. Branching block enables three possible routing scenarios depending on variable’ categories’ value:
  • Support branch (If category ‘Support’ is available)
  • ContactUs branch (if category ‘ContactUs’ is available)
  • Default branch (if neither ‘Support ‘not ‘ContactUs’ conditions are met)

However, it always route to default branch, although variable is ‘Support’ & ‘ContactUs’

logs:

I see it in logs:

18:03:52.849 {ORSInternal:3} +OrsEvent[0x000000000f040a00]:name=interaction.present
18:03:52.849 {ORSURS:3} CreateVirtualCall: <<
refID 49
tenant ‘Environment’
call ‘0000MaD0Q7QU01FW’
context ‘{“MediaType”:“chat”,“ThisLocation”:184,“UserData”:{“ReceivedAt”:“2017-11-25T11:03:52Z”,“InteractionId”:“0000MaD0Q7QU01FW”,“MediaType”:“chat”,“PlacedInQueueAt”:“2017-11-25T11:03:52Z”,“InteractionType”:“Inbound”,“InteractionSubType”:“InboundNew”,“Queue”:“chat_ex1”,“SubmittedBy”:“e_chat_hcmsrv”,“SubmittedAt”:“2017-11-25T11:03:52Z”,“MovedToQueueAt”:“2017-11-25T11:03:52Z”,“TenantId”:1,“InteractionState”:0,“IsOnline”:1,“IsLocked”:0,“ChatServerAppName”:“e_chat_hcmsrv”,“ChatServerDBID”:“219”,“ChatServerHost”:“hcmesr01”,“ChatServerModeHA”:“true”,“ChatServerPort”:“4800”,“ChatServerVersion”:“8.5.106.10”,“ContactId”:“0000MaD0Q7QU01FM”,“EmailAddress”:“[email removed]”,“FirstName”:“Thanh”,“IdentifyCreateContact”:“3”,“LCA_EmplID_chat”:“nhannt”,“LCA_TimeStamp_chat”:“2017-11-25T10:53:51Z”,“LastCalledAgent_EmployeeID”:“nhannt”,“LastCalledAgent_TimeStamp”:“2017-11-25T10:53:51Z”,“LastName”:“Son”,“Subject”:“Support”,“TimeZone”:“420”,“_genesys_OS”:“Windows”,“_genesys_browser”:“Firefox”,“_genesys_pageTitle”:“Widgets Project”,“_genesys_referrer”:“”,“_genesys_source”:“web”,“_genesys_url”:“file:///C:/Users/Administrator/Desktop/Genesys_Widgets_G313_8500300_ENU_ISO/G313_8500300_ENU/solution_specific/Widgets/data/widgets/launcher.html”}}’
<<

18:03:52.849 Trc 04541 Message EventTakenFromQueue received from 'ixn_srv' attr_extension [list, size (unpacked)=385] = 'ixn_queue_view' [str] = "chat_ex1.Chat_ex1" 'pull-for-strategy' [int] = 0 'strategy-name' [str] = "e_bdgors01" 'ReportingEventSequenceNumber' [str] = "63615025" attr_actor_type [int] = 1 [STRATEGY] attr_actor_tenant_id [int] = 1 attr_actor_strategy_id [str] = "e_bdgors01" attr_actor_router_id [str] = "e_bdgors01" attr_event_time [str] = "2017-11-25T11:03:53Z" attr_party_type [int] = 1 [STRATEGY] attr_tenant_id [int] = 1 attr_strategy_id [str] = "e_bdgors01" attr_router_id [str] = "e_bdgors01" attr_itx_id [str] = "0000MaD0Q7QU01FW" attr_itx_type [str] = "Inbound" attr_itx_subtype [str] = "InboundNew" attr_itx_tenant_id [int] = 1 attr_itx_queue [str] = "chat_ex1" attr_itx_media_type [str] = "chat" attr_itx_submitted_by [str] = "e_chat_hcmsrv" attr_itx_state [int] = 1 [CACHED] attr_itx_is_online [int] = 1 attr_itx_is_locked [int] = 0 attr_itx_received_at [str] = "2017-11-25T11:03:52Z" attr_itx_submitted_at [str] = "2017-11-25T11:03:52Z" attr_itx_placed_in_queue_at [str] = "2017-11-25T11:03:52Z" attr_itx_moved_to_queue_at [str] = "2017-11-25T11:03:52Z" attr_itx_submit_seq [str] = "63615023" attr_itx_place_in_queue_seq [str] = "63615023" attr_itx_user_data [list, size (unpacked)=2040] = 'LastCalledAgent_EmployeeID' [str] = "nhannt" '_genesys_pageTitle' [str] = "Widgets Project" '_genesys_source' [str] = "web" 'LastCalledAgent_TimeStamp' [str] = "2017-11-25T10:53:51Z" 'LastName' [str] = "Son" '_genesys_browser' [str] = "Firefox" '_genesys_referrer' [str] = "" 'IdentifyCreateContact' [str] = "3" 'LCA_TimeStamp_chat' [str] = "2017-11-25T10:53:51Z" 'EmailAddress' [str] = "[email removed]" 'FirstName' [str] = "Thanh" 'ContactId' [str] = "0000MaD0Q7QU01FM" '_genesys_url' [str] = "file:///C:/Users/Administrator/Desktop/Genesys_Widgets_G313_8500300_ENU_ISO/G313_8500300_ENU/solution_specific/Widgets/data/widgets/launcher.html" 'TimeZone' [str] = "420" '_genesys_OS' [str] = "Windows" 'LCA_EmplID_chat' [str] = "nhannt" 'ChatServerHost' [str] = "hcmesr01" 'ChatServerPort' [str] = "4800" 'ChatServerDBID' [str] = "219" 'ChatServerAppName' [str] = "e_chat_hcmsrv" 'ChatServerVersion' [str] = "8.5.106.10" 'ChatServerModeHA' [str] = "true" 'Subject' [str] = "Support" attr_itx_is_held [int] = 0 attr_operation [int] = 5 [PULL] attr_initial_in_focus_state [int] = 0

  1. From logs I saw: ‘Subject’ [str] = “Support” ‘EmailAddress’ [str] = “[email removed]” ‘FirstName’ [str] = “Thanh” ‘LastName’ [str] = “Son”

  2. This is the data I have filled with Chat Widgets. Based on that I have created expression builder with ( _genesys.ixn.interactions[system.InteractionID].udata.category == undefined ? ‘’ : _genesys.ixn.interactions[system.InteractionID].udata.category) then assign data to the variable “categories”

  3. Can you please give me an expression builder to take user data from Chat Widgets?

2

The category KVP is not filled at all (based on provided fragment of log)