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  • 1.  Call flow driven by data table

    Posted 09-30-2025 11:17
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    No replies, thread closed.

    There is an issue within the call flow that I can't seem to figure out. I am needing to get a decision to take the path of no with an expression of task.agents > 0. I know if there aren't any agents logged on, the no path can be taken.

    Here is where it gets tricky ex: Inbound call flow starting task is a data table look up which routes to a reusable task that starts with call data action (get agents logged on). Route down success path with a set part (Queue data action lookup) value assigned success then routes to Decision task.agent>0. 

    As this is already built and in production I can't start from scratch. What I am trying to accomplish without destroying the entire flow is when a specialty department is called it would bypass the decision and go down the no path.

    Any ideas would help 

    Thank you


    #ArchitectureandDesign

    ------------------------------
    Willie Battles
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  • 2.  RE: Call flow driven by data table
    Best Answer

    Posted 09-30-2025 13:16
    No replies, thread closed.

    Are you allowed to modify the Decision statement? 

    You could change the statement to something like task.Agents > 0 AND task.specialty != true where you set the boolean value of task.specialty to true when it is a specialty group and false when it is not



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------



  • 3.  RE: Call flow driven by data table

    Posted 09-30-2025 14:59
    No replies, thread closed.

    Yes I can modify decision statement. I received error "The variable reference 'task.specialty' at position 20 is not valid."



    ------------------------------
    Willie Battles
    ------------------------------

    Original Message


  • 4.  RE: Call flow driven by data table

    Posted 09-30-2025 17:56
    No replies, thread closed.

    You do have to add other logic in the flow to create that variable and set a value...did you do so higher up in the flow, presumably where you figure out whether the conversation is being routed to a specialty queue? I didn't outline everything needed, presuming upon you to figure out how to get that variable set with the correct value before the flow gets to that Decision (since I don't know the rest of your flow structure)



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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