Series: Create a call flow
Build a task in the flow
Careful consideration should be taken when planning and building a sequence of actions in the task editor. These task actions are available from the Architect Toolbox.
These articles are designed to help the flow author build a task sequence. Administrators and editors can create and manage tasks.
| Task | Description |
|---|---|
| Play audio in a task | Set up a simple or complex ordered sequence of audio elements to playback to the caller. |
| Add a Collect Input action to a task | Prompt a caller to enter a string of digits; for example, a zip code or an account number. |
| Add a Get Participant Data action to a task | Set up an attribute to retrieve from a call participant and branches the flow based on the result. |
| Add a Set Participant Data action to a task | Analyzes information about a call and branches the flow based on the result. |
| Add a Set Screen Pop data action to a task | Configures a dialog box that autonomously appears on an agent’s workstation with information about the call. This information is derived from pre-defined scripts, but may require variable configuration in Architect when added to the flow. |
| Add an Update Data data action to a task | Assign values to flow or task level variables. |
| Add a Dial By Extension action to a task | Use Dial By Extension to set up functionality that allows the caller to dial and be transferred to a specific extension. |
| Add a Disconnect action to a task | Provide an exit path for the task sequence |
| Add a Set Language action to a task | Allow callers to select the desired language in which to hear prompts. |
| Add a Decision action to a task | Make the process branch, depending on whether or not a condition is true. |
| Add a Switch action to a task | Specifies the path a flow takes depending on what, if any, pre-defined constraints the call meets. |
| Add a Loop action to a task | Direct the process to repeat a series of actions before it goes on to the next action in your design. |
| Add a Menu action to a task | Use the Jump to Menu menu action to give callers the option of transferring immediately to a designated menu. Use the Previous menu action to give callers the option of transferring to the previous menu. |
| Add a Jump to Reusable Task action to a task | Direct the process to a complete task previously configured in the Reusable Tasks area. |
| Add a Transfer action to a task | Add a transfer action to transfer a caller into queuing system, directly to a Genesys Cloud user, to an external number, or to another flow. |
| Add a Hold Music action to a task | This action sets up the audio prompt and prompt behavior the caller experiences when waiting in a queue. This action is only available for in-queue flows. |
| Add a Set Wrapup Code action to a task | Use this action allows agents to select the desired wrap-up code in which to assign to the call. |
| End the task sequence | When you create a task sequence in the task editor, the task must always have an end result. |
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