Genesys Cloud - Main

In this video @Krishneel Mani talks about the new functionality availabel within Work Automation so you can define rule conditions based on workitem dates.

Administrators can now apply individual conditions for date-based rules, including due date, expiry date, and lifespan date, directly within worktype configuration. Administrators can configure rules that execute the associated workitem flow when configured conditions are met. This feature helps organizations manage and process workitems more effectively based on business needs and timelines. For example, administrators can schedule a flow to notify an agent as a workitem approaches its due date to help avoid missing SLAs, or trigger an email to the back-office team on the settlement date of an insurance claim to process documents and request additional customer information.

Release Notes: https://help.mypurecloud.com/releasenote/january-20-2025

#TAMStudios #WorkAutomation #FeatureReview

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