Genesys Cloud - Main

Hello everyone,

I would like to understand your thoughts on creating a work item flow in the Genesys Cloud Architect. Some functionality that comes to my mind is mentioned below. Please let me know what you think of this functionality and if you also feel it is an important feature to incorporate. Besides, you may suggest other problems/functionalities/ideas you may have in this area.

Provide an ability to handle the work items more dynamically and with flexibility through architect flow.

1. Route the work -item to a specific ACD or user

2. Utilise architect actions such as logical actions, and flow actions to create complex business flows

3. Process data

   1. Access built-in attributes

   2. Access custom attributes

   3. Integration related data

#DigitalChannels

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Bansidhar Deshpande
Genesys Employee
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Hi,

I assume you mean workflow, rather than work item flow?

I have used workflows for triggers.
Few things I have come across using workflows;

1. Difficult to track issues with execution, audit does not capture failures fully.
2. Starting a workflow independently, with some form of scheduling would be REALLY useful to keep working with "process" workflows within the Genesys eco-system. (Schedule option with admin UI).
3. On top of #2, exit reason processing in schedule so could, for example, check reason code and Email a notification somewhere. (doing this with API calls at present)
4. Schema Inputs are problematic. Once creating one you do not seem able to DELETE it even if removed all references to the data variable.
5. Why no Outcomes and Milestones support?
6. This is more generic as not in other flow types, Ability to update a Data table row!
7. 

I have a current customer requirement which I can fulfil inside a workflow, some processing, data actions and table updates (Data table updates with data actions as no built in Architect toolbox object to perform). Would be great to be able to schedule this flow call and have audit trail completely contained in the GC environment so I do not need to deploy an external tool or server to run and monitor these executions :)

After writing all above I realise you are probably talking about the new work item features which I am also looking forward to using, had something similar in another contact centre solution I have worked with, called Ad-Hoc tasks on that, but same basic principle, ability to allocate and track non acd activity against agent time :)

Regards
Simon

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Simon Brown
Maintel Europe Limited
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Hello Simon,

Thanks for input on the workflow.
As you mentioned correctly in your response, my question was about workitem feature. In its current form, you can create and manage the routing through API calls. I am investigating the possibility of adding a dedicated workitem flow in Architect to manage workitems more efficiently and flexibility. 
I am glad that you are looking forward to using it. If you are interested, we can discuss this in more details 1-1. 

Note: I have noted the other points you mentioned in the context of workflow. I will remember these points while working on creating workitem flow since we will face similar situations. 

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Bansidhar Deshpande
Genesys - Employees
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Original Message:
Sent: 05-09-2023 13:04
From: Simon Brown
Subject: Work Item Flows in Architect

Hi,

I assume you mean workflow, rather than work item flow?

I have used workflows for triggers.
Few things I have come across using workflows;

1. Difficult to track issues with execution, audit does not capture failures fully.
2. Starting a workflow independently, with some form of scheduling would be REALLY useful to keep working with "process" workflows within the Genesys eco-system. (Schedule option with admin UI).
3. On top of #2, exit reason processing in schedule so could, for example, check reason code and Email a notification somewhere. (doing this with API calls at present)
4. Schema Inputs are problematic. Once creating one you do not seem able to DELETE it even if removed all references to the data variable.
5. Why no Outcomes and Milestones support?
6. This is more generic as not in other flow types, Ability to update a Data table row!
7. 

I have a current customer requirement which I can fulfil inside a workflow, some processing, data actions and table updates (Data table updates with data actions as no built in Architect toolbox object to perform). Would be great to be able to schedule this flow call and have audit trail completely contained in the GC environment so I do not need to deploy an external tool or server to run and monitor these executions :)

After writing all above I realise you are probably talking about the new work item features which I am also looking forward to using, had something similar in another contact centre solution I have worked with, called Ad-Hoc tasks on that, but same basic principle, ability to allocate and track non acd activity against agent time :)

Regards
Simon

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Simon Brown
Maintel Europe Limited
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Hi @Bansidhar Deshpande - your question was featured on the newest episode of the Genesys Cloud Q&A show and got an answer starting at the 38:22. They also provided this resource information: https://developer.genesys.cloud/commdigital/taskmanagement/

Hope this helps!

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Nicole Milliken
Genesys - Employees
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