Add a queue variable

Queues are the “waiting line” of interactions. In Architect, a queue expression routes a work item to an eligible queue. Queues are established and configured by the Genesys Cloud administrator.

Add a queue variable to a task sequence

In a task sequence, you can add a queue variable to an Update Data data action. For example, to send a call to senior technical support or a specialized marketing team. If you set an Update Data action with a queue variable named Flow.QueueName, for example, then you can use Flow.QueueName.id inside the Call Data action to obtain the queue id.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. On the Update Data design form, in the Name field add a meaningful name to describe the item.
3. Click next to Update Statements and select  Queue.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, do one of the following:
   • To set the queue from literal mode, select the appropriate queue from the drop-down list.
   • To set the queue using an expression, click the expression modes button and perform one of the following steps:
     • Add the expression inline.
     • Click to open the large expression editor and build your expression.
6. (Optional) To add another Queue variable, click next to Update Statements.