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"Rule-based decisions" feature

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  • 1.  "Rule-based decisions" feature

    Posted 09-17-2025 08:31
    No replies, thread closed.

    Hi,

    In the release notes for last week there was a section on Rule-based decisions

    Introducing rule-based decisions

    Administrators can now use rule-based decisions (RBD) in Genesys Cloud to define, store, test, and manage business rules for customer interactions. With rule schemas, decision tables, and a new Call Decision Table action in Architect, administrators can apply structured conditions and outcomes to routing logic for voice and digital interactions. This enhancement helps organizations maintain consistent decision-making, adapt quickly to changing business needs, and manage complex rules more efficiently through a centralized interface and APIs.

    But I never saw anything show up in Admin and in the documentation it's still listed as coming soon, so I'm confused whether it has launched or not.

    Regardless, has anyone seen this feature and / or have any more information about it, beyond the documentation. What are good use-cases for it? 


    #ArchitectureandDesign
    #PlatformAdministration
    #Routing(ACD/IVR)
    #SystemAdministration

    ------------------------------
    James Dunn
    Telecoms Specialist
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  • 2.  RE: "Rule-based decisions" feature

    Posted 09-17-2025 08:57
    No replies, thread closed.

    Hello James,

    I will dig around a bit but this might be a feature that is gradually rolled out across regions and orgs or there might be additional implementation that might require additional configuration or enablement. I would also check with your CSM/TAM as another avenue. 

    But this feature, according to the documentation, is a tool that allows admins to:

    • Define, store, test and manage business rules for customer interactions
    • Create rule schemas and decisions tables
    • Use a new "Call Decision Table" action in Architect
    • Apply structured conditions and outcomes to routing logic for both voice and digital interactions. 

    Some potential uses cases include complex routing decisions (when multiple variables are needed to be considered to determine where to route a customer), business rules management (Centralizing and managing complex business rules that previously might have been scattered across multiple flows), dynamic decision making (implementing conditions that need frequent updates without changing the core flow logic), consistent decision-making (ensure standardized handling of customer interactions across different channels), and quick business adaptations (Allowing for rapid changes to business rules without extensive technical modifications). 

    Hope this helps!



    ------------------------------
    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: "Rule-based decisions" feature

    Posted 09-17-2025 09:02
    No replies, thread closed.

    You need to add it from appfoundry



    ------------------------------
    Armands Bunkovskis
    Adventus Solutions Sia
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  • 4.  RE: "Rule-based decisions" feature

    Posted 09-17-2025 09:04
    No replies, thread closed.

    Hi,

    In my Dev/Test organisation, it's working.

    The only thing that I didn't find in the documentation was that before using it, You must "install" Integration from AppFoundry

    https://appfoundry.genesys.com/filter/genesyscloud/listing/32934739-45a3-42b4-b68a-ed87f0f23c8a



    ------------------------------
    Yvgeni Liberman
    Solutions Architect

    Mobile +972 52-6344414
    Voice +972 3-9281514
    e-mail yvgeni_new@itnavpro.com
    ------------------------------



  • 5.  RE: "Rule-based decisions" feature

    Posted 09-17-2025 10:03
    No replies, thread closed.

    James and Cameron,

    This feature REALLY needs some better documentation.  

    1. Where is the mention that this has to be installed from AppFoundry?
    2. Why does the prerequisites list permissions that don't exists and the ones you need are not listed?
    3. Who wrote this jargon and what does it mean?  "Genesys Cloud rule-based decisions enable you to define, manage, and execute business rules through structured conditions and corresponding outcomes"
    4. Why are there no screenshots or videos of what this does since what it says is totally masked in technical gobligook to be totally misunderstood.
    5. Why are there no fair use around this if you want people to adopt this?

    Just my 2 cents.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 6.  RE: "Rule-based decisions" feature

    Posted 09-17-2025 10:21
    No replies, thread closed.

    Robert,

    I want to add to Your questions"

    When defining the "rule schema", does it use the "and" (&) or the "or" (|) function for the "input attributes"?

    What is the "order" of checking the lines in the "decision table", for example:

    The first line will have the "input attribute1"  > 0 -> "output attribute1" = 1

    The second line will have the "input attribute1"  > 5 -> "output attribute1" = 2

    What will we get in "output attribute1" if "input attribute1" = 6?

    And so on



    ------------------------------
    Yvgeni Liberman
    Solutions Architect

    Mobile +972 52-6344414
    Voice +972 3-9281514
    e-mail yvgeni_new@itnavpro.com
    ------------------------------

    Original Message


  • 7.  RE: "Rule-based decisions" feature
    Best Answer

    Posted 09-17-2025 14:59
    No replies, thread closed.

    Hi Yvgeni, I believe most of your questions are answered here: https://help.mypurecloud.com/articles/understand-execution-of-decision-tables/

    1) Regarding the schema (AND or OR): All conditions in a row are combined by an AND operator by default. This means that only when all the conditions of a row are met, the result of the row is achieved. Otherwise, Genesys Cloud proceeds to the evaluate the conditions in the next row.

    2) Regarding the order of checking the lines: Genesys Cloud reads the rows in sequential order.

    3) And regarding the last question, from what I understand, your should get your output as "1", since the first line will be true. (Even if the second line is also true, the first successful line should stop the check).



    ------------------------------
    Marcello Jabur
    ------------------------------

    Original Message


  • 8.  RE: "Rule-based decisions" feature

    Posted 09-17-2025 15:07
    No replies, thread closed.

    Robert,

    Regarding your 4th point, just in case it helps you, there is a webinar that goes into a lot of details: https://beyond.genesys.com/explore/course/webinar-rule-based-decisions

    But yes, the documentation could be a lot better, I also didn't see the AppFoundry being mentioned anywhere.

    And regarding your 5th point, I believe there is fair use, according to this document: https://help.mypurecloud.com/articles/rule-based-decision-pricing/
    There should only be any costs after 50,000 executions per month. 



    ------------------------------
    Marcello Jabur
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    Original Message


  • 9.  RE: "Rule-based decisions" feature

    Posted 09-17-2025 16:00
    No replies, thread closed.

    Yes, it is there, but if this is something you are providing for free up to a certain amount, it should be in the Fair Use documentation. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 10.  RE: "Rule-based decisions" feature

    Posted 09-17-2025 17:48
    No replies, thread closed.

    Right, I see what you mean.

    I thought you were saying there was no fair use. But yeah, they should improve the fair use documentation to include that!



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    Marcello Jabur
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    Original Message


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