Sending a Case to become a Genesys Cloud CX Interaction requires setting up an Execute Rule event in the Milestone Diagram.
Steps to configure
In Setup, go into the Milestone Diagram of the intended Case Type
Drag an Execute Rule event onto a Milestone
Select the CUST_PURECLOUD_CreateTask rule from the dropdown
Set the following parameters and click Save
CUST_PURECLOUD_CreateTask paramters
Param
Type
Note
Example values
CaseId
Number
DCM Case record Id
Leave blank
ObjectType
Text
It was designed and generic object but in our usecase it must be Case
Case
TaskName
Text
Genesys task (aka interaction) name, usually corresponds to DCM Case Number
Complaint
Queue Name
Text
Genesys queue name where to create a task
Customer_Service_Agents
Provider
Text
Genesys provider, I don't know where it is used
Leave blank
Skills
Text
'|' separated list of Genesys Skills
Leave blank
Priority
Number
Genesys priority
50
ParameterNames
Text
'|' separated list of additional parameter names
Leave blank
ParameterValues
Text
'|' separated list of additional parameter values
Leave blank
Save the Milestone Diagram
Create a new Case and you should see a new Genesys interaction
Passing in additional parameters
The variables ParameterNames and ParameterValues provide a way to pass in additional metadata to Genesys Cloud CX, such as the Customer ID or Case Name. To check the valid parameters check Working with Task Attributes and Interaction Properties (you maybe need a Genesys support account)
