Genesys Cloud - Main

I've created a dynamic flow where the routing off (theoretically) all our calls will be handled by using a datatable. For 90% everything is working, even the reusable menus are flexible. I've added the Inbound Call flow and the fields from the datatable as attachments for entertainment purposes.
But there are 2 items I can't automate the way I like to. With these 2 items I'll reach my 100%.

1. Call the flow name. With unique flows you can call the flow by the name to go to the queue behind the flow.
   For instance, we're having about 117 flows, most of the names are short like MOVENN, when you start a new interaction / call you type MOVENN press Enter 2 times and you'll call the flow instead of the full number. 
   With this new flow, there's only one flow, with one name but with multiple outcomes thanks to the Datatable. Is there a way to create a variable which will do the same?
2. In-Queue Call Flow. While everything is possible to create a variable and be flexible in your way of work this doesn't work for the In Queue Call Flow. Or is there?
   I've got an alternative, that is to create a new In-Queue Call and build this flexible.

So in short is there anybody out there who can help me with answering 1 or both questions?

#ArchitectureandDesign

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Gregyor Visser
Senior Application Engineer
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1. A variable to do what?
2. You can use variables in your inqueue call flow.  You can use branches and logic to do different things based on whatever criteria you have.

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Melissa Bailey
Software Engineer
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For 1. 

I'm not sure I'm following either may need an example of the desired state sequenced out. But if you want agent to pass information to a flow, you have few options, different internal DDIs could be put in your table and staff call those DDIs instead. You could have a different Internal flow for staff with a menu. You could get the agent's to press a button in the agent script which calls a data action to update participant data which your flow can then use that button could also then initiate the transfer to flow. But yeah without understanding exactly what you are trying to do it is hard to provide advice.

For 2. Again not sure exactly what you are after, but different queues can be set with their own in queue flow so even though same action says go to queue it will be a different in queue flow, or you can use one in queue flow and within there you could use the built in current queue variable to check what the current queue is and apply different logic there.

One minor note in your flow you have the logic in a decision Flow.PathClosedTransfer and Flow.ExternalClosedTransfer != ""

I don't think that does what you think it does. Both of those variables are booleans, which means there is 3 possible values for them, TRUE, FALSE, NULL (NOT SET)

Also that isn't checking if the last variable is an empty string, that is checking if the resulting boollean from A AND B is an empty string. If there are no parenthesis then the order of operands really matter just like in math, multiplication before addition.

Just to break it down further at run time variable names are gone and just the values are there so you have TRUE AND FALSE != "" and so that just becomes FALSE = !"" which is always going to be TRUE, but if the result was TRUE !="" then that is also TRUE, so it doesn't really do anything, but if either of those values are NULL, then TRUE AND NULL creates an error, and it would go to error handling. 

So instead you want something like Flow.PathClosedTransfer and IsNotSetOrEmpty(Flow.ExternalClosedTransfer)

or IsNotSetOrEmpty(Flow.PathClosedTransfer) and IsNotSetOrEmpty(Flow.ExternalClosedTransfer) depending on what you are trying to check for.

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Anton Vroon
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First of all, thank you @Melissa Bailey and @Anton Vroon for the answers.

To clarify what I want / need.

1. We've got queues, in these queues there are members with skills for certain customers. 
   Our first line of contact needs to reach out to members with certain skills instead of the complete queue, this is to guarantee a first time right when transferring a call.
   Now we've unique flows (btw almost all skills have a unique DNIS) where the routing is to 1 queue but all with a different skill.
   These unique flows have a short name, this is the 'number' our first line users are calling.
   
   This option is not possible as soon as I will introduce this new flow in combination with the datatable. I'm looking for a way that our FLC can still use a short way to call this flow.
   
   I like the way Anton proposes either have a new unique flow or use the script to provide quick call buttons, but being fan of keeping it simple I'd like to have it in my datatable.
   
   
2. Thanks for noticing the failure in my variable, fixed this problem now.
   For the In Queue Call I'll manage, thanks.

If there is anything you'd think would be a cool feature let me know.

Next to this, we'll create API's in ServiceNow that provide our users to create their own schedulegroup, unique prompts via TTS, skills, queues etc into this Datatable. But this on a side note.

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Gregyor Visser
Applicatiebeheerder
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Original Message:
Sent: 01-28-2025 15:34
From: Anton Vroon
Subject: Dynamic flow and table challenges

For 1. 

I'm not sure I'm following either may need an example of the desired state sequenced out. But if you want agent to pass information to a flow, you have few options, different internal DDIs could be put in your table and staff call those DDIs instead. You could have a different Internal flow for staff with a menu. You could get the agent's to press a button in the agent script which calls a data action to update participant data which your flow can then use that button could also then initiate the transfer to flow. But yeah without understanding exactly what you are trying to do it is hard to provide advice.

For 2. Again not sure exactly what you are after, but different queues can be set with their own in queue flow so even though same action says go to queue it will be a different in queue flow, or you can use one in queue flow and within there you could use the built in current queue variable to check what the current queue is and apply different logic there.

One minor note in your flow you have the logic in a decision Flow.PathClosedTransfer and Flow.ExternalClosedTransfer != ""

I don't think that does what you think it does. Both of those variables are booleans, which means there is 3 possible values for them, TRUE, FALSE, NULL (NOT SET)

Also that isn't checking if the last variable is an empty string, that is checking if the resulting boollean from A AND B is an empty string. If there are no parenthesis then the order of operands really matter just like in math, multiplication before addition.

Just to break it down further at run time variable names are gone and just the values are there so you have TRUE AND FALSE != "" and so that just becomes FALSE = !"" which is always going to be TRUE, but if the result was TRUE !="" then that is also TRUE, so it doesn't really do anything, but if either of those values are NULL, then TRUE AND NULL creates an error, and it would go to error handling. 

So instead you want something like Flow.PathClosedTransfer and IsNotSetOrEmpty(Flow.ExternalClosedTransfer)

or IsNotSetOrEmpty(Flow.PathClosedTransfer) and IsNotSetOrEmpty(Flow.ExternalClosedTransfer) depending on what you are trying to check for.

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Anton Vroon
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