Hi everyone. Let's see if that's possible

I need to use the wrap up-codes as a decisive key in the architect (maybe I might need to use In-Queue Flow), which means, if the interaction comes with wrap up code XXX do action A, however if comes with YYY so do action B.

The scenario is, I have a queue only for holding my active emails and after some given time, the interaction goes back to the main Queue. We need to do something like this to make sure all emails are being treated.

Hey Gabriel, 

Yeah, this is doable in a few ways. Depending on your outcome I could suggest the best way. Realistically you would need to run a data action to get the wrap code while in an in queue email flow. Use the data action to get the wrap up code, then use a switch to then move onto your next steps. 

Hi everyone. Let's see if that's possible

I need to use the wrap up-codes as a decisive key in the architect (maybe I might need to use In-Queue Flow), which means, if the interaction comes with wrap up code XXX do action A, however if comes with YYY so do action B.

The scenario is, I have a queue only for holding my active emails and after some given time, the interaction goes back to the main Queue. We need to do something like this to make sure all emails are being treated.

The real only difference between the outcome based on Wrap up codes is the amount of time to send it back to the main queue.

Say, XXX send to QA after 1 hour
YYY send to QA after 40min
ZZZ send to QA after 20min

I am still getting used to Genesys platform, especially the "programming" side of. By the chance, do you have any example of Data Action settings ?

Hey Gabriel, 

Yeah, this is doable in a few ways. Depending on your outcome I could suggest the best way. Realistically you would need to run a data action to get the wrap code while in an in queue email flow. Use the data action to get the wrap up code, then use a switch to then move onto your next steps. 

Hi everyone. Let's see if that's possible

I need to use the wrap up-codes as a decisive key in the architect (maybe I might need to use In-Queue Flow), which means, if the interaction comes with wrap up code XXX do action A, however if comes with YYY so do action B.

The scenario is, I have a queue only for holding my active emails and after some given time, the interaction goes back to the main Queue. We need to do something like this to make sure all emails are being treated.

Oh that's simple - though I would go around it a different way. 

Instead of using wrap code to do this, as the pitfall here is that you would need to look for the LAST wrap code at any given time - which can get interesting if it's been through multiple people. I would use the script to BEFORE you transfer the email to the "holding" flow/queue etc. This would set some data, like, queue and time (in mins, hours etc) 

Then the flow would get the participant data, then use a switch to make a routing decision. In your script, it would set the queue ID and the wait period. The flow gets this, and then processes it. You can be more dynamic with hold times this way too.

Happy to jump on a call and run through it with you if need be :) It's been a while since I have done this so there might be a slightly simpler way, but I think this solves for you.

The real only difference between the outcome based on Wrap up codes is the amount of time to send it back to the main queue.

Say, XXX send to QA after 1 hour
YYY send to QA after 40min
ZZZ send to QA after 20min

I am still getting used to Genesys platform, especially the "programming" side of. By the chance, do you have any example of Data Action settings ?

Hey Gabriel, 

Yeah, this is doable in a few ways. Depending on your outcome I could suggest the best way. Realistically you would need to run a data action to get the wrap code while in an in queue email flow. Use the data action to get the wrap up code, then use a switch to then move onto your next steps. 

Hi everyone. Let's see if that's possible

I need to use the wrap up-codes as a decisive key in the architect (maybe I might need to use In-Queue Flow), which means, if the interaction comes with wrap up code XXX do action A, however if comes with YYY so do action B.

The scenario is, I have a queue only for holding my active emails and after some given time, the interaction goes back to the main Queue. We need to do something like this to make sure all emails are being treated.

That's insane hehe

Would you be able to jump on a call ? That would be more than great.
I am very happy to, whenever you free. Where are you based ?

I've imported the flow into my PPE environment

------------------------------
Gabriel Goncalves
Peter Warren Automotive Holdings Ltd

Original Message:
Sent: 03-26-2024 01:08
From: Lawrence Drayton
Subject: Wrap up codes - Decision

Oh that's simple - though I would go around it a different way. 

Instead of using wrap code to do this, as the pitfall here is that you would need to look for the LAST wrap code at any given time - which can get interesting if it's been through multiple people. I would use the script to BEFORE you transfer the email to the "holding" flow/queue etc. This would set some data, like, queue and time (in mins, hours etc) 

Then the flow would get the participant data, then use a switch to make a routing decision. In your script, it would set the queue ID and the wait period. The flow gets this, and then processes it. You can be more dynamic with hold times this way too.

Happy to jump on a call and run through it with you if need be :) It's been a while since I have done this so there might be a slightly simpler way, but I think this solves for you.

------------------------------
Lawrence Drayton
Prvidr Pty Ltd

Original Message:
Sent: 03-25-2024 19:29
From: Gabriel Goncalves
Subject: Wrap up codes - Decision

The real only difference between the outcome based on Wrap up codes is the amount of time to send it back to the main queue.

Say, XXX send to QA after 1 hour
YYY send to QA after 40min
ZZZ send to QA after 20min

I am still getting used to Genesys platform, especially the "programming" side of. By the chance, do you have any example of Data Action settings ?

------------------------------
Gabriel Goncalves
Peter Warren Automotive Holdings Ltd

Original Message:
Sent: 03-25-2024 06:12
From: Lawrence Drayton
Subject: Wrap up codes - Decision

Hey Gabriel, 

Yeah, this is doable in a few ways. Depending on your outcome I could suggest the best way. Realistically you would need to run a data action to get the wrap code while in an in queue email flow. Use the data action to get the wrap up code, then use a switch to then move onto your next steps. 

------------------------------
Lawrence Drayton
Prvidr Pty Ltd

Original Message:
Sent: 03-25-2024 00:38
From: Gabriel Goncalves
Subject: Wrap up codes - Decision

Hi everyone. Let's see if that's possible

I need to use the wrap up-codes as a decisive key in the architect (maybe I might need to use In-Queue Flow), which means, if the interaction comes with wrap up code XXX do action A, however if comes with YYY so do action B.

The scenario is, I have a queue only for holding my active emails and after some given time, the interaction goes back to the main Queue. We need to do something like this to make sure all emails are being treated.

#ArchitectureandDesign

------------------------------
Gabriel Goncalves
Peter Warren Automotive Holdings Ltd
------------------------------

Hi everyone. Let's see if that's possible

I need to use the wrap up-codes as a decisive key in the architect (maybe I might need to use In-Queue Flow), which means, if the interaction comes with wrap up code XXX do action A, however if comes with YYY so do action B.

The scenario is, I have a queue only for holding my active emails and after some given time, the interaction goes back to the main Queue. We need to do something like this to make sure all emails are being treated.