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Scenario Overview

This scenario shows how xCache can help when you have agents that are working in multiple shift patterns.

For this example we will assume 2 shift patterns, agents who work from 08:00 to 19:59 and agents who work from 20:00 to 07:59.

When agents are working on a case, they will use an On Demand workflow if they need to escalate the case to a specialist support team queue. 
Agents who work the day shift will escalate to the <Day Support> queue, night shift agents will escalate their cases to the the <Night Support> queue.

For this we will create 2 xCache records for the following Start and Stop Times:

  • <Day Support> 
  • <Night Support>

This example will use the Workday Start Time Key field and the Workday Stop Time Key on an xCache record.

xCache Records

N52 BPA Solution

The BPA solution works like this:

  • We create 2 xCache records in CRM
  • Both have the same Category and Base Key, but different values for Workday Start Time and Workday Stop Time 
  • For each xCache record we put the desired start and stop time values
  • The N52 formula then deletes the existing queue item for the case and creates one in the appropriate queue.

Configure the formula

The following set of steps will set this formula up for you:

  • Create a new formula of type Process Genie 
  • Set the Source Entity to Case
  • Copy and paste the formula below into the formula description field
  • Click Save and then test
  • Create an On Demand workflow on the Case entity with a N52 Process Genie step
  • Copy the formula short code into the Process Genie

When Patrick runs the the workflow

When John runs the workflow

Formula 

Smartflow(
     
    DeleteRecordIfExists('queueitem', FindValue('queueitem', 'objectid', 
                            [incident.incidentid], 'queueitemid')),
  
   CreateRecord('queueitem', 
        
          SetAttributeLookup('queueid', 'queue', 
                        FindValue('queue','name', 
                                        xCacheGetGlobal('Queue_Support'), 'queueid' )),
          SetAttributeLookup('objectid', 'incident', [incident.incidentid]),
          SetAttribute('title', StringFormat('Escalated Case - {0}', [incident.title])))

Note:

The Workday Start Time key and Workday Stop Time Key in the xCache record are used to select which record is returned based on the working day setting of the User.

For Patrick's the time setting is from 8 AM to 7:59 PM, John's is shown below.