Hello - For workitem, We want to achieve the same functionality as engage:-

1. The source system can send a status of escalation and then it would be sent to an escalation queue/ skilled agent.
2. The source system can request for specified skill.
3. The source system can request for a specific Agent Group (In the cloud case it would be Group)
4. The source system can request for Skill Group expression.

Warm Regards

Shakti Joshi

Hello Shakti,

I would recommend taking a look at the documentation that our developers put together here:

https://developer.genesys.cloud/commdigital/taskmanagement/

Thanks Jason, I went through the documentation, I was also looking for what happens when a someone changes the priority in the Genesys UI, for example, lets say when the task initially came in, and the priority assigned is "5" and there are other tasks which are pending from yesterday with priority "10", now if the supervisor wants the task with priority gets assigned first, they just have to increase the priority from "UI", and that should be all? Or we need to handle that as an event and then handle it via the "Workflow" ?

Additionally, there is another scenario, Customer doesn't want to accumulate Queue time for workitems coming after "Hours of Operation", My understanding is that I can create a "Operating Schedule check" and then if its off business hours, push it to a "delayed" state and next morning when the Business hours open, auto-transition these workitems to workflow for further processing.

Kindly let me know your thoughts.

Warm Regards

Shakti Joshi