Call Dialogflow CX - ✔✔Use the Call Dialogflow CX Bot action to run self-service applications
within a flow before or instead of routing a customer to an agent.
To enable the Call Dialogflow CX Bot action in Architect, you must first obtain the Google Cloud
Dialogflow CX integration from the Genesys AppFoundry.
Call Dialogflow Bot - ✔✔Use the Call Dialogflow Bot action to run self-service applications
within a flow before or instead of routing a customer to an agent. Use this action in inbound
and outbound call flows, and chat and message flows.
Open an existing Dialogflow ES bot and incorporate it into your message flow.
,Call Lex Bot action - ✔✔Use the Call Lex Bot action to run self-service applications within a
flow before or instead of routing a customer to an agent.
Call Lex V2 Bot - ✔✔Integrate call flows with Amazon Lex V2 functionality for processing and
returning intents and slots to Architect.
Call Nuance Bot - ✔✔Open an existing Nuance Mix bot and incorporate it into your message
flow.
Call Common Module - ✔✔Reuse previously created logic stored in a common module flow.
Call Data Action - ✔✔Retrieve information about a customer from default or custom data
actions integration in Genesys Cloud.
The Call Data Action does not evaluate any retrieved data. Flow authors can, in subsequent
actions, evaluate data retrieved from this action to determine the flow's next steps; for
example, through Decision or Switch actions.
Collect Input - ✔✔Prompt a caller to enter a string of digits.
Data Table Lookup - ✔✔Retrieve data stored in a Genesys Cloud data table.
These outputs allow the flow author to map the results of any resulting errorType and
errorMessage - ✔✔errorType: A non-empty string that contains the type or category of the
error.
DataTablesInternalServerError: The system encounters an error while performing the lookup
action.
,DataTablesServerTooBusyException: The system is unable to process the lookup action because
the service is too busy.
DataTablesSyntaxError: The system encounters an internal error when the call to perform the
lookup uses incorrectly formatted data, or when processing the response data encounters an
error.
DataTablesTableNotFoundException: The data table for which the lookup is being performed
does not exist.
Get Participant Data action - ✔✔Call participants can have attributes assigned to them. In
Architect, a participant is the caller or messenger on an inbound flow, or the recipient on an
outbound flow.
A participant can move from one conversation to another, and takes the attributes along.
An attribute is a piece of information about an object that travels with it throughout the flow.
Variable To Assign - ✔✔When the participant attribute is retrieved, it is stored in the flow
variable you specify here. The variable can then be used in other locations within the flow.
When you select a variable name, Architect precedes the name with Flow. When you begin
typing Flow., a list of existing variable names appears in a drop-down list. You can retrieve the
participant's attribute into a new flow variable, or into an existing flow variable defined
elsewhere in the flow.
Set External Tag action - ✔✔Use the Set External Tag action to associate interactions in
Genesys Cloud with records in your organization's customer relationship management (CRM)
system or system of records (SOR). This feature enables you to attach an external tag to
interactions and then retrieve the records associated with the unique tag in real time or
historically.
, Set Participant Data action - ✔✔This action is available in the Data category of the task
editor's Toolbox. Call participants can have attributes, or "participant data" assigned to them. In
Architect, a participant is the caller on an inbound call flow, or the call recipient on an outbound
call flow.
Set UUI Data action - ✔✔User to User Information (UUI) is exchanging or passing data that is
unrelated to the call from one application to another. Architect supports UUI data exchange on
call flows. The built-in, read-only Call.UUIData variable is a string type and allows you to read
UUI data that enters the call flow. The Set UUI Data action allows you to pass UUI data, and is
available for transfer actions and disconnect actions.
Dial By Extension action - ✔✔When you drag a Dial By Extension action into a menu, you can
set up functionality that allows the caller to dial and be transferred to a specific extension.
Disconnect action - ✔✔Disconnect provides callers with a graceful way to exit a menu
system and end an interaction immediately. It is good practice to provide a Disconnect option,
so that participants know when it is appropriate to hang up.
Find Group action - ✔✔Available only in call flow types, dynamically referenced groups
enable you to find a Genesys Cloud group based on its name at IVR runtime.
Find a Genesys Cloud group based on its name at IVR runtime. Source group data from a data
dip such as a Call Data action or a data table. Then, use that information with a Transfer to
Group action that sends the interaction to the appropriate group.
Find Language Skill action - ✔✔Source language skill data from a data dip such as a Call Data
action or a data table. Then, use that information with a Transfer to ACD action that sends the
interaction to the appropriate queue.
Find Queue - ✔✔Find a queue based on its string name at IVR runtime. Use this action to
source data from a data action or data lookup tables.
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