Genesys Cloud - Main

Hi

I want to assign a value to a variable in an Inbound Flow and use its value in another Inbound Flow, something like a Global variable.

Scenario: Say the Team Manager wants to adjust the After hours Support among 3 agents.
The Manager will call the IVR (The IVR presents a menu to select 1 for John, 2 for Mary & 3 for Kevin).
The Manager wants to assign John to the After hours support and he selects 1. A variable (AfterHoursAgent) should be stored with 1.
In the Main IVR, the interaction should be routed to John's Mobile according the value of the variable AfterHoursAgent.

How can this be achieved?  Is there anything like Global variables in Genesys Pure Cloud?

Thank you.
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Dinesh Akkera
Finastra PLC
------------------------------

There is no such thing as a global variable.  But you can use a set participant data action in the 1st flow and a get participant data action in the 2nd flow to pass the value around.

https://help.mypurecloud.com/articles/set-participant-data-action/
https://help.mypurecloud.com/articles/get-participant-data-action/

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 10-20-2022 12:18
From: Dinesh Akkera
Subject: Global variables in Genesys pure cloud

Hi

I want to assign a value to a variable in an Inbound Flow and use its value in another Inbound Flow, something like a Global variable.

Scenario: Say the Team Manager wants to adjust the After hours Support among 3 agents.
The Manager will call the IVR (The IVR presents a menu to select 1 for John, 2 for Mary & 3 for Kevin).
The Manager wants to assign John to the After hours support and he selects 1. A variable (AfterHoursAgent) should be stored with 1.
In the Main IVR, the interaction should be routed to John's Mobile according the value of the variable AfterHoursAgent.

How can this be achieved?  Is there anything like Global variables in Genesys Pure Cloud?

Thank you.
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Dinesh Akkera
Finastra PLC
------------------------------

Thank you, Melissa. When you use the Set Participant Data action, the accessibility of the variable is limited to the flow. I want to use the data in Flow B which was set in Flow A.

------------------------------
Dinesh Akkera
Finastra PLC
------------------------------

Original Message:
Sent: 10-20-2022 12:32
From: Melissa Bailey
Subject: Global variables in Genesys pure cloud

There is no such thing as a global variable.  But you can use a set participant data action in the 1st flow and a get participant data action in the 2nd flow to pass the value around.

https://help.mypurecloud.com/articles/set-participant-data-action/
https://help.mypurecloud.com/articles/get-participant-data-action/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-20-2022 12:18
From: Dinesh Akkera
Subject: Global variables in Genesys pure cloud

Hi

I want to assign a value to a variable in an Inbound Flow and use its value in another Inbound Flow, something like a Global variable.

Scenario: Say the Team Manager wants to adjust the After hours Support among 3 agents.
The Manager will call the IVR (The IVR presents a menu to select 1 for John, 2 for Mary & 3 for Kevin).
The Manager wants to assign John to the After hours support and he selects 1. A variable (AfterHoursAgent) should be stored with 1.
In the Main IVR, the interaction should be routed to John's Mobile according the value of the variable AfterHoursAgent.

How can this be achieved?  Is there anything like Global variables in Genesys Pure Cloud?

Thank you.
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Dinesh Akkera
Finastra PLC
------------------------------

Flow B needs to use the get participant data action--it will look up the value from the conversation's participant data and save it to the designated variable.  Then flow B uses that new variable.  It can have the same name as the variable in flow A but it doesn't have to

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 10-21-2022 13:34
From: Dinesh Akkera
Subject: Global variables in Genesys pure cloud

Thank you, Melissa. When you use the Set Participant Data action, the accessibility of the variable is limited to the flow. I want to use the data in Flow B which was set in Flow A.

------------------------------
Dinesh Akkera
Finastra PLC

Original Message:
Sent: 10-20-2022 12:32
From: Melissa Bailey
Subject: Global variables in Genesys pure cloud

There is no such thing as a global variable.  But you can use a set participant data action in the 1st flow and a get participant data action in the 2nd flow to pass the value around.

https://help.mypurecloud.com/articles/set-participant-data-action/
https://help.mypurecloud.com/articles/get-participant-data-action/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-20-2022 12:18
From: Dinesh Akkera
Subject: Global variables in Genesys pure cloud

Hi

I want to assign a value to a variable in an Inbound Flow and use its value in another Inbound Flow, something like a Global variable.

Scenario: Say the Team Manager wants to adjust the After hours Support among 3 agents.
The Manager will call the IVR (The IVR presents a menu to select 1 for John, 2 for Mary & 3 for Kevin).
The Manager wants to assign John to the After hours support and he selects 1. A variable (AfterHoursAgent) should be stored with 1.
In the Main IVR, the interaction should be routed to John's Mobile according the value of the variable AfterHoursAgent.

How can this be achieved?  Is there anything like Global variables in Genesys Pure Cloud?

Thank you.
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Dinesh Akkera
Finastra PLC
------------------------------

It sounds like you might need a Data Table - which is like a small database stored on the Admin side of Genesys Cloud that you can reference and lookup from Architect - this would allow the inbound call to 'look at' this table and see that John is on-call, and to obtain his mobile number - and then when you want to change who is on-call you update the table.

------------------------------
Brad Murlin
Zillow, Inc.
------------------------------

Original Message:
Sent: 10-20-2022 12:18
From: Dinesh Akkera
Subject: Global variables in Genesys pure cloud

Hi

I want to assign a value to a variable in an Inbound Flow and use its value in another Inbound Flow, something like a Global variable.

Scenario: Say the Team Manager wants to adjust the After hours Support among 3 agents.
The Manager will call the IVR (The IVR presents a menu to select 1 for John, 2 for Mary & 3 for Kevin).
The Manager wants to assign John to the After hours support and he selects 1. A variable (AfterHoursAgent) should be stored with 1.
In the Main IVR, the interaction should be routed to John's Mobile according the value of the variable AfterHoursAgent.

How can this be achieved?  Is there anything like Global variables in Genesys Pure Cloud?

Thank you.
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Dinesh Akkera
Finastra PLC
------------------------------

In Engage you have the concept of global variables that are valid for the whole URS instance (but only until that instance is restarted) that take effect for all calls through it.  So for that type of thing Brad's suggestion of a data table is the way to go.  If you're meaning just to be available within ONE call as it passes through different flows, then participant data is the way to go.  Or you could do a combination of both really depending on what else you want to achieve.

Having said that, in Engage you do have a similar concept to a data table in a transaction list object that's only slightly more flexible than a data table.

------------------------------
Vaun McCarthy
------------------------------

Original Message:
Sent: 10-20-2022 14:32
From: Brad Murlin
Subject: Global variables in Genesys pure cloud

It sounds like you might need a Data Table - which is like a small database stored on the Admin side of Genesys Cloud that you can reference and lookup from Architect - this would allow the inbound call to 'look at' this table and see that John is on-call, and to obtain his mobile number - and then when you want to change who is on-call you update the table.

------------------------------
Brad Murlin
Zillow, Inc.

Original Message:
Sent: 10-20-2022 12:18
From: Dinesh Akkera
Subject: Global variables in Genesys pure cloud

Hi

I want to assign a value to a variable in an Inbound Flow and use its value in another Inbound Flow, something like a Global variable.

Scenario: Say the Team Manager wants to adjust the After hours Support among 3 agents.
The Manager will call the IVR (The IVR presents a menu to select 1 for John, 2 for Mary & 3 for Kevin).
The Manager wants to assign John to the After hours support and he selects 1. A variable (AfterHoursAgent) should be stored with 1.
In the Main IVR, the interaction should be routed to John's Mobile according the value of the variable AfterHoursAgent.

How can this be achieved?  Is there anything like Global variables in Genesys Pure Cloud?

Thank you.
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Dinesh Akkera
Finastra PLC
------------------------------

Thanks Varun. 

I want the variable to be available for ALL calls. The value in the variable is checked for every incoming call and the call is routed to respective on-call according to the value in the variable.

------------------------------
Dinesh Akkera
Finastra PLC
------------------------------

Original Message:
Sent: 10-20-2022 23:29
From: Vaun McCarthy
Subject: Global variables in Genesys pure cloud

In Engage you have the concept of global variables that are valid for the whole URS instance (but only until that instance is restarted) that take effect for all calls through it.  So for that type of thing Brad's suggestion of a data table is the way to go.  If you're meaning just to be available within ONE call as it passes through different flows, then participant data is the way to go.  Or you could do a combination of both really depending on what else you want to achieve.

Having said that, in Engage you do have a similar concept to a data table in a transaction list object that's only slightly more flexible than a data table.

------------------------------
Vaun McCarthy

Original Message:
Sent: 10-20-2022 14:32
From: Brad Murlin
Subject: Global variables in Genesys pure cloud

It sounds like you might need a Data Table - which is like a small database stored on the Admin side of Genesys Cloud that you can reference and lookup from Architect - this would allow the inbound call to 'look at' this table and see that John is on-call, and to obtain his mobile number - and then when you want to change who is on-call you update the table.

------------------------------
Brad Murlin
Zillow, Inc.

Original Message:
Sent: 10-20-2022 12:18
From: Dinesh Akkera
Subject: Global variables in Genesys pure cloud

Hi

I want to assign a value to a variable in an Inbound Flow and use its value in another Inbound Flow, something like a Global variable.

Scenario: Say the Team Manager wants to adjust the After hours Support among 3 agents.
The Manager will call the IVR (The IVR presents a menu to select 1 for John, 2 for Mary & 3 for Kevin).
The Manager wants to assign John to the After hours support and he selects 1. A variable (AfterHoursAgent) should be stored with 1.
In the Main IVR, the interaction should be routed to John's Mobile according the value of the variable AfterHoursAgent.

How can this be achieved?  Is there anything like Global variables in Genesys Pure Cloud?

Thank you.
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Dinesh Akkera
Finastra PLC
------------------------------

Thank you, Brad. Can I update the data table through IVR? I mean the Manager cannot login to Pure Cloud and update the table every time he wishes to change the on-call, instead he wants to set the on-call through an IVR.

------------------------------
Dinesh Akkera
Finastra PLC
------------------------------

Original Message:
Sent: 10-20-2022 14:32
From: Brad Murlin
Subject: Global variables in Genesys pure cloud

It sounds like you might need a Data Table - which is like a small database stored on the Admin side of Genesys Cloud that you can reference and lookup from Architect - this would allow the inbound call to 'look at' this table and see that John is on-call, and to obtain his mobile number - and then when you want to change who is on-call you update the table.

------------------------------
Brad Murlin
Zillow, Inc.

Original Message:
Sent: 10-20-2022 12:18
From: Dinesh Akkera
Subject: Global variables in Genesys pure cloud

Hi

I want to assign a value to a variable in an Inbound Flow and use its value in another Inbound Flow, something like a Global variable.

Scenario: Say the Team Manager wants to adjust the After hours Support among 3 agents.
The Manager will call the IVR (The IVR presents a menu to select 1 for John, 2 for Mary & 3 for Kevin).
The Manager wants to assign John to the After hours support and he selects 1. A variable (AfterHoursAgent) should be stored with 1.
In the Main IVR, the interaction should be routed to John's Mobile according the value of the variable AfterHoursAgent.

How can this be achieved?  Is there anything like Global variables in Genesys Pure Cloud?

Thank you.
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Dinesh Akkera
Finastra PLC
------------------------------

Original Message:
Sent: 10/21/2022 10:19:00 AM
From: Dinesh Akkera
Subject: RE: Global variables in Genesys pure cloud

Thank you, Brad. Can I update the data table through IVR? I mean the Manager cannot login to Pure Cloud and update the table every time he wishes to change the on-call, instead he wants to set the on-call through an IVR.

------------------------------
Dinesh Akkera
Finastra PLC
------------------------------

Original Message:
Sent: 10-20-2022 14:32
From: Brad Murlin
Subject: Global variables in Genesys pure cloud

It sounds like you might need a Data Table - which is like a small database stored on the Admin side of Genesys Cloud that you can reference and lookup from Architect - this would allow the inbound call to 'look at' this table and see that John is on-call, and to obtain his mobile number - and then when you want to change who is on-call you update the table.

------------------------------
Brad Murlin
Zillow, Inc.

Original Message:
Sent: 10-20-2022 12:18
From: Dinesh Akkera
Subject: Global variables in Genesys pure cloud

Hi

I want to assign a value to a variable in an Inbound Flow and use its value in another Inbound Flow, something like a Global variable.

Scenario: Say the Team Manager wants to adjust the After hours Support among 3 agents.
The Manager will call the IVR (The IVR presents a menu to select 1 for John, 2 for Mary & 3 for Kevin).
The Manager wants to assign John to the After hours support and he selects 1. A variable (AfterHoursAgent) should be stored with 1.
In the Main IVR, the interaction should be routed to John's Mobile according the value of the variable AfterHoursAgent.

How can this be achieved?  Is there anything like Global variables in Genesys Pure Cloud?

Thank you.
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Dinesh Akkera
Finastra PLC
------------------------------

You could do this with a data table and a data action that writes to the data table, then a decision step to find the routing you want, or more simply have all 3 people with the same skill, I assume that the other 2 wont be logged in if not on call / OOH so it will go to the logged in person anyway

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Original Message:
Sent: 10-20-2022 12:18
From: Dinesh Akkera
Subject: Global variables in Genesys pure cloud

Hi

I want to assign a value to a variable in an Inbound Flow and use its value in another Inbound Flow, something like a Global variable.

Scenario: Say the Team Manager wants to adjust the After hours Support among 3 agents.
The Manager will call the IVR (The IVR presents a menu to select 1 for John, 2 for Mary & 3 for Kevin).
The Manager wants to assign John to the After hours support and he selects 1. A variable (AfterHoursAgent) should be stored with 1.
In the Main IVR, the interaction should be routed to John's Mobile according the value of the variable AfterHoursAgent.

How can this be achieved?  Is there anything like Global variables in Genesys Pure Cloud?

Thank you.
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Dinesh Akkera
Finastra PLC
------------------------------