Genesys Cloud - Main

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? 

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? 

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? 

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? 

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.

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? 

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

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.

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? 

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.

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? 

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. 

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.

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? 

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,

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. 

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.

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?