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Conditional Routing

  • 1.  Conditional Routing

    GCAP Member
    Posted 01-07-2021 12:12
    Friends,

    Looking for some guidance here. I would like to configure a method in which architect can evaluate the interaction volume in a queue(s) and based on predefined conditions, perform alternative actions. We are new to Cloud and come from PureConnect, where Attendant could conditionally evaluate the number of interactions in queue (=, <, >, =<, =>) and then redirect or proceed based on the true/false result.

    For example, if a new email or call comes in and the initial target queue has over 20 interactions in queue, I might want to overflow that email or call to a secondary queue or different department with a different set of agents.

    Does anyone have any insight on how to achieve this with architect? Perhaps I missed something while perusing the documentation, community threads, and dev forum. Any guidance or exports would be greatly appreciated.

    Thanks in advance!
    #ArchitectureandDesign

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    Christopher Kaldenberg
    EMS, Inc.
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  • 2.  RE: Conditional Routing

    Top 25 Contributor
    Posted 01-07-2021 15:35
    Hi Christopher

    This ties in with the other thread where I mention the use of Data Actions.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: Conditional Routing

    GCAP Member
    Posted 01-07-2021 15:39
    Thanks for the reply. Would anyone like to clarify what Vaun is saying?

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    Christopher Kaldenberg
    EMS, Inc.
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  • 4.  RE: Conditional Routing

    Top 25 Contributor
    Posted 01-07-2021 15:43
    Sorry looks like the link didn't paste.

    This thread here Christopher

    https://community.genesys.com/digestviewer29/viewthread?MessageKey=23be21f8-7e3d-4d9a-be77-c07b85898da0&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer#bm23be21f8-7e3d-4d9a-be77-c07b85898da0

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 5.  RE: Conditional Routing

    GCAP Member
    Posted 01-07-2021 15:56
    Thanks again. I wish I found this helpful, but unfortunately, I'm still at square one. Is it assumed that everyone in this community understands how to write custom data actions? Is there some sort of tutorial that demonstrates how to build data actions? I'm not finding the JSON download file to get me started.

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    Christopher Kaldenberg
    EMS, Inc.
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  • 6.  RE: Conditional Routing

    Top 25 Contributor
    Posted 01-07-2021 16:07
    Edited by Vaun McCarthy 01-07-2021 16:10
    There's a bit to learn but going forward it's a useful/vital thing to know.

    Probably a good place to start if you haven't already is this Resource Centre article:

    https://help.mypurecloud.com/articles/about-genesys-cloud-data-actions-integration/

    and here's the Dev site Forum:

    https://developer.mypurecloud.com/forum/c/data-actions/13
    (check the region for your org and change the URL if you need to)

    And a link to use Postman to test calls to the APIs.  If you've never worked with Postman or JSON APIs before this may be difficult for you but again, valuable to know.

    https://developer.mypurecloud.com/api/rest/postman/index.html



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    Vaun McCarthy
    NTT New Zealand Limited
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  • 7.  RE: Conditional Routing

    GCAP Member
    Posted 01-07-2021 17:31
    Thanks, yes I had those URLs already positioned near the front of my utility belt. Yes we have the platform API added to postman and I'm using this for a number of items. Figured surely some contributor or community member already has the json for a queue observation for readily available so I didn't have to peck at this. Seems strange to have to seek advice in a forum for items strangely not inherit to architect. Again, that's my PureConnect days talking.

    Thanks for URLs and have a nice day

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    Christopher Kaldenberg
    EMS, Inc.
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  • 8.  RE: Conditional Routing

    Top 25 Contributor
    Posted 01-07-2021 17:55
    Edited by Vaun McCarthy 01-07-2021 17:59
      |   view attached
    Here's one of mine.  As George mentions, to dive much deeper into the Actions, the Dev forums are more suited.  This one is for getting idle agents but if you use this as a starter it should help you.  Then you'd need to look on the Dev site and use the API explorer to help work out what other APIs you need to use or modify as required.

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    Vaun McCarthy
    NTT New Zealand Limited
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    Attachment(s)



  • 9.  RE: Conditional Routing

    Top 25 Contributor
    Posted 01-07-2021 17:59
      |   view attached
    Here's one for the waiting count.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 10.  RE: Conditional Routing

    GCAP Member
    Posted 01-08-2021 12:44
    Thanks Vaun. Sorry slow to reply. I did get one built and added and now trying to clean up the errors. Wish there was a way we could review contextID error logs. Anyways....I will take a look at these and circle back. Big THANKS and have a great weekend!

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    Christopher Kaldenberg
    EMS, Inc.
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  • 11.  RE: Conditional Routing

    GENESYS
    Posted 01-07-2021 16:07
    Dev stuff is documented at developer.mypurecloud.com. They have a different forum there where you can ask questions.



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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
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