Genesys Cloud - Main

 View Only

Discussion Thread View
  • 1.  Managing Complex Dependency Logic

    Posted 11-18-2022 16:57


    I've recently been working with our QA team regarding evaluation form designs, and an item I have had coming up recently is that they have been defining dependency logic which isn't directly supported by the evaluation form engine.  I'll try to illustrate this with some pseudo code.

    Question 1 is multiple choice: A, B, C
    Question 2 is multiple choice: D, E, F

    The stakeholder wants Question 3 to be dependent on 1 = A OR B AND 2 = D OR E

    Since the evaluation only works on an ANY or ALL evaluation, what I've been doing thus far is to split these into multiple questions:

    Question 3 ALL A D
    Question 4 ALL A E
    Question 5 ALL B D
    Question 6 ALL B E

    Where all of the questions from 3-6 have the same the same actual content.

    This isn't really scalable though as they introduce more complexity to the questions.   

    I've made the recommendation to try to bake the OR logic into the earlier questions as a solution for this thus far.  This has a bit of a disadvantage of conflicting with more granular dependency logic on individual questions though.

    Another option I've been thinking of is to make questions which will just create a consolidated data point to encapsulate the OR logic.  The disadvantage here is that it adds clicks to the evaluation forms as well as the opportunity for use error.


    Q1 A, B, C
    Q2 D,E,F

    Q3 (Dependent on ANY A, B) 
    A Click here
    B Don't Click Here

    Q4 (Dependent on ANY D,E)
    A Click Here
    B Don't Click Here

    Q5 (Dependent on ALL Q3 = A, Q4 = A)

    Anyhow, I am curious how others are managing this sort of thing with dependency logic.  In truth, I am sort of hoping I am just unaware of a feature somewhere which would make this easier.




    Matt Riedl
    AdaptHealth LLC

  • 2.  RE: Managing Complex Dependency Logic

    Posted 01-14-2023 15:15
    With the current conditional logic, any is OR and all is AND, so it seems that you won't be able to have an AND and an OR statement in the condition.  

    I added this idea for you:  Comment and vote on it.

    Robert Wakefield-Carl
    TTEC Digital, LLC dba Avtex
    Contact Center Innovation Architect

  • 3.  RE: Managing Complex Dependency Logic

    Posted 02-03-2023 19:22

    Hi Robert,

    Sorry for the delayed response.  Unfortunately, I don't seem to have access to that page, as it indicates I do not have the app assigned, but I appreciate your adding it for me.

    It's not been coming up as often for me as it was when I first brought it up, but I still believe it would be a useful feature in general.  I'd be happy to vote on it, but I am not really sure what the appropriate channel would be to gain voting access.  I can reach out to my manager and see if our TAM can look into that for me though.



    Matt Riedl
    AdaptHealth LLC

  • 4.  RE: Managing Complex Dependency Logic

    Posted 02-06-2023 17:48
    Matt, open a ticket (or if you have a partner, ask them to do it) to have the ideas site added to your profile.

    Paul Simpson
    Eventus Solutions Group

Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources