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Task Work Item Routing

  • 1.  Task Work Item Routing

    Posted 11-14-2023 16:02

    I am responding to an RFP and the RFP is asking about Tasks or Work Item Routing and status options (not started, in-progress, suspended, completed) etc. and will these be supported and the ability for supervisors to re-assign/edit work items.  Is this information available and if so where can I find it.  Thanks.


    #Unsure/Other

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    Martin Bunting
    i3Vision Technologies Inc.SC
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  • 2.  RE: Task Work Item Routing
    Best Answer

    GENESYS
    Posted 11-15-2023 08:10
      |   view attached

    Martin - yes, these features and functions will be available with Work Automation.  Here is a copy of our current roadmap which I hope outlines some of the features and UIs for you.



    ------------------------------
    Chris Bohlin
    Sr. Director - Product Management
    Genesys Cloud
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    Attachment(s)



  • 3.  RE: Task Work Item Routing

    GENESYS
    Posted 11-15-2023 09:08

    @Chris Bohlin, the Beta is still paused Chris, right?



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    Fares Abdulkareem
    Genesys - Employees
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  • 4.  RE: Task Work Item Routing

    GENESYS
    Posted 11-16-2023 08:06

    That's correct, Fares.  We'll be reevaluating enablement in January!



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    Chris Bohlin
    Sr. Director - Product Management
    Genesys Cloud
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  • 5.  RE: Task Work Item Routing

    Posted 03-04-2024 14:47

    Where are things at with this Beta and full UI support in the Beta now Chris please?



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    Vaun McCarthy
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  • 6.  RE: Task Work Item Routing

    GENESYS
    Posted 03-05-2024 10:16

    Hi Vaun (and the rest of the community),

    We're making great progress and currently targeting a GA release of Work Automation at the end of the month.  As such - we're holding off on opening any additional beta access, but GA is right around the corner!

    Would love to understand your use cases, opportunities, sizing details, etc. to ensure our MVP solution can meet your needs.   Please feel free to email me directly with details.

    Thanks and we look forward to getting this out into the wild soon!

    Cheers,

    Chris



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    Chris Bohlin
    Sr. Director - Product Management
    Genesys Cloud
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  • 7.  RE: Task Work Item Routing

    Posted 03-25-2024 11:48

    Hi Chris,

    We are developing an application based on workitems and we found that today we have to enable the permissions of "workitems:workbin" to the role but these permissions do not exist in the platform. Can you check this part of the permissions?

    Thanks.



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    Angel Fernandez
    Open Bank SA
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  • 8.  RE: Task Work Item Routing

    Posted 03-26-2024 02:07

    Everything regarding work items disappeared from our system last week including the use cases we were building out.  I assumed it was because GA was around the corner and they wanted clean installs for everyone. 



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 9.  RE: Task Work Item Routing

    GENESYS
    Posted 03-26-2024 09:53

    Hi Robert - that is indeed the case.  We made a permissions and licensing change needed for GA and that disabled a beta access for many orgs.  We hit a snag during our Release Review meeting this past week and will need to delay GA by a few weeks.  I'll make sure to get some updates out as soon as we have a firm timing to relay.

    Thanks,
    Chris



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    Chris Bohlin
    Sr. Director - Product Management
    Genesys Cloud
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  • 10.  RE: Task Work Item Routing

    GENESYS
    Posted 03-26-2024 15:19

    Angel, had your org already had the work automation beta enabled?  Per my comments in another thread, so recent changes to prep for GA release have suspended beta access for most orgs.  Ultimately as were only a few weeks away from GA, I'll need to ask you to wait until we release the product and can then look to have you re-enabled accordingly.



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    Chris Bohlin
    Sr. Director - Product Management
    Genesys Cloud
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  • 11.  RE: Task Work Item Routing

    GENESYS
    Posted 03-26-2024 09:56

    Hi everyone - we wanted to provide an update on the GA status of our new Work Automation solution.  We hit an unfortunate snag during our release review meeting this past week and we'll need to delay GA release by a couple of weeks.  We will provide an update as soon as we have a more firm date lined up.

    Thank you for your understanding.

    Regards,

    Chris Bohlin



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    Chris Bohlin
    Sr. Director - Product Management
    Genesys Cloud
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  • 12.  RE: Task Work Item Routing

    Posted 04-12-2024 14:43

    Afternoon @Chris Bohlin - Do you have an update on the Task Management/Work Automation release? Also, will our GC3 license automatically include this capability or will we need to purchase it separately as an add-on?



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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  • 13.  RE: Task Work Item Routing

    Posted 04-13-2024 07:15

    Hello Brian,

    It's scheduled for release next week.

    https://help.mypurecloud.com/release-notes-home/features-coming-soon/

    From what I can tell it will be an add-on and not included in GC3, which is a bit unfortunate.
    I'd rather have it included and pay for usage than a per agent cost with fair usage.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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  • 14.  RE: Task Work Item Routing

    Posted 04-13-2024 08:56

    Thanks Jan; that's what I was concerned about. So with that in mind, the only way to use the work item media type for ACD purposes (e.g. for generic work item routing through an architect flow to a queue--no task "automation" required) is to purchase the add-on?



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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  • 15.  RE: Task Work Item Routing

    Posted 04-13-2024 23:32

    Yes there's a bit of disappointment going around about this decision at the moment.  Like you Jan, I think it would have been a much easier pill to swallow for it to be included as possibly GC2 with a pay per usage, or GC3 with a fair usage.  I'm trying to understand this from a Genesys perspective though but I think the cost model that's coming out as per agent will actually hurt the adoption of this functionality after waiting this long for it.



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    Vaun McCarthy
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  • 16.  RE: Task Work Item Routing

    Posted 11-15-2023 12:01

    Thanks Chris.



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    Martin Bunting
    i3Vision Technologies Inc.SC
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  • 17.  RE: Task Work Item Routing

    Posted 05-21-2024 17:31

    What's happening with the agent UI for task routing - are we going to get a visual designer functionality like voice Scripts? 
    I'm hoping to be able to pop or display a CRM task for example but no screen pop/iframe functionality exists. 

    I also noticed a bug where the URL gets prepended with a Cloudfront address:



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    Will Bellerby
    CXLOGIQ LIMITED
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