Genesys Cloud - Main

Was takling with a customer about making tasks.

And the "failure" in a task was brought up.

When does that actually apply? What scenarios triggers that action? 

Hi Patrick,

Have you checked out the "Failure paths in Architect" Resource Center article yet?

 https://help.mypurecloud.com/articles/failure-paths-architect/

This article doesn't yet list why an action might take the failure path, but I reached out to the team and they're going to add some examples of possible reasons in the article linked above.

I hope this will help.

Thank you,

Clay

Sorry to bump this thread, but  is there a "best practice" regarding this?

The best practice is buried in the article Clay linked, "Drag the appropriate action below the Failure path to direct the route you want the interaction to take. For example, a play audio action to indicate that the action wasn't successful, a transfer action to send the caller to an agent or representative for assistance."

That said, every organization (possibly every flow) is going to be a bit different, so you will need to assess the flow and decide what you want to happen for a particular failure. You might loop back around and try the action again, but limit it to two tries (using the loop counter), or you might just transfer to a live person, or perhaps send the caller to voicemail...it all depends on what is best for the situation.

Obviously, you want to cause the least frustration possible to the caller.