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

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

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

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

------------------------------
Bansidhar Deshpande
Genesys Employee
------------------------------