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  • 1.  Ensuring Data Format in Data Tables and/or External Check of Data Table Data or RDM Reference

    Posted 11-02-2023 12:32
    No replies, thread closed.

    I've been asked about some scenarios about the use of data tables on Genesys Cloud.

    We extensively use data tables to control / share call flows. Within these data tables are attributes that ultimately end up in the participate data which are set / attached to call records.

    Data tables in Genesys Cloud are pretty free form (can be Boolean, integer, decimal string).  

    The queries are:

    Is there a way of controlling the content of fields in a data table? E.g. can a pick list be imposed?

    If a pick list is possible can the pick list be referenced externally of Genesys Cloud? E.g. a RDM system? D&G are putting in an RDM system and we would ideally like to master the data in there with Genesys referencing it.

    If 1 and 2 are not possible, another thought is:

    Data tables in Genesys Cloud

    b. D&G make APIs calls to Genesys cloud for the related table content (e.g. Get /api/v2/flows/datatables/{datatableId}/rows/{rowId})

    c. D&G cross compare the content of the Genesys Cloud data from b. and highlight errors / differences to allow Telephony to check the Genesys data tables

    4. Do Genesys have any examples of your customers doing this? 

    An example is that some mis-spells "Retention" as "Retentions" and we ideally want a process to ensure the data tables are consistent with the RDM system's data / agreed data format.


    #Unsure/Other

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    Andy Forbes
    Domestic & General Services Limited
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  • 2.  RE: Ensuring Data Format in Data Tables and/or External Check of Data Table Data or RDM Reference

    Posted 11-03-2023 04:21
    No replies, thread closed.

    Hi Andy,
    Not sure I fully understand your query.

    If your correct data is maintained outside of Genesys Cloud, then all you need to do is to push the correct data to Genesys data-tables parodically, whenever the data changes.

    Maybe it would help with some examples what you are trying to do, maintaining data at two different places.

    Regards



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    Vineet Kakroo
    FIL Fund Services (Bermuda) Limited
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  • 3.  RE: Ensuring Data Format in Data Tables and/or External Check of Data Table Data or RDM Reference

    Posted 11-06-2023 04:28
    No replies, thread closed.

    Hi there.

    I guess, looking at the APIs for Data Tables, I could do either.

    Either the Data Tables are mastered in Genesys Cloud and then a Get is used to pull their contents to compare to the RDM data. Or the Data Tables are mastered in the RDM system and sent to (Posted) into Genesys Cloud.

    I'd probably prefer the former as if the RDM data was sent to Genesys Cloud and there was an error then the call routing could be seriously affected. 

    The objective is to ensure that the contents of the Genesys Cloud data tables is always accurate and in the correct format, as if an engineer adds a data tag (which is free form text) we could end up with incorrect data tags. E.g. Retentions rather than Retention, etc. 



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    Andy Forbes
    Domestic & General Services Limited
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    Original Message


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