Sending a Case to Genesys Cloud CX

Sending a Case to become a Genesys Cloud CX Interaction requires setting up an Execute Rule event in the Milestone Diagram. 

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Steps to configure

1. In Setup, go into the Milestone Diagram of the intended Case Type
2. Drag an Execute Rule event onto a Milestone
3. Select the CUST_PURECLOUD_CreateTask rule from the dropdown

4. 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

5. Save the Milestone Diagram
   

   

6. 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)

Sample code:

• ParameterNames: DCM_TASK_TYPE|IWD_ext_productType|CustomerName

• ParameterValues: Inquiry|Billing Investigate|John Smith
  

Related Articles

• GENESYS - Working with Task Attributes and Interaction Properties