Series: Set up work automation

Create custom attributes for work automation

Prerequisites

Note: It can take up to five minutes for permission updates to make their way through Genesys Cloud and take effect.

The following permissions:

  • Workitems > Workbin > Add, Delete, Edit, View 
  • Workitems > Worktype > Add, Delete, Edit, View
  • Workitems > Status > Add, Delete, Edit, View
  • Workitems > Workitem > Add, Delete, Edit, View
  • Workitems > Workitem Schema > Add, Delete, Edit, View

To access the List View:

  • Workitems > queryJob > All Permissions, Add, View
  • Workitems > queryJobResults > All Permissions, View

To set up rules:

  • Workitems > flowRuleOnCreate > Add, Delete, Edit, View
  • Workitems > flowRuleOnAttributeChange > Add, Delete, Edit, View

A schema is a collection of custom attributes that defines your workitem. For example, to process a home loan application, you can define attributes to capture the customer account number, the type of loan required, the loan value, or any previous rejections of a loan request. The custom attributes help you capture the necessary data for further processing of the workitem.

Custom attributes help with the following:

  • Visualize the data. Helps define the options that are available to an agent and make it visually comprehensible.
  • Control business logic. Helps define in Architect the attributes that are necessary for a work to pass through a pre-defined flow.
  • Report the data. The schema attributes allow you to filter, sort, view data.

Define the custom attributes specific to your organization’s business needs. You can create up to 100 schemas per organization.

  1. Click Admin.
  2. Under Task Management, click Custom Attributes. The custom attributes dashboard opens.
  3. Click Create Schema.
  4. Enter the following details for the schema:
    1. Name: A unique name.
    2. Description: A description that defines the worktype.
  5. Click Add Custom Attribute. You can add a maximum of 50 custom attributes per schema. Choose one of the following field types: 
    • Small text field: For entries that are not long, such as name.
    • Large text field: For entries that are long, such as product description.
    • Website URL: For URLs, such as a company website.
    • Number field: For number-only fields, such as distance.
    • Integer: For number-only fields, such as telephone number, except for decimals.
    • Identifier: For unique identifiers, such as a social security number.
    • Drop-down: For customers to choose from pre-defined options, such as gender.
    • Tag: For a field type to allow the custom field to hold one or more tags.
    • Checkbox: For customers to choose from pre-defined options, such as education.
    • Date field: For date entry, such as birthday.
    • Date and Time field: For date and time entry, such as time of birth.
  6. Enter the following details for the selected fields:
    • Field Name: A unique field name that best describes the attribute. Genesys Cloud uses the field name to generate the field key to use in the API. 
    • Field Key: The automatically generated key for use in the API. You can edit the key, but Genesys recommends that you retain the suggested key. After you save the attribute, although you can edit the field name, you cannot change the field key.
    • Description:  Optional. A short description about the field.
    • Minimum Length and Maximum Length – Applicable to Small text field, Large text field, Website URL, Number field, Integer, Identifier, and Tag fields. Define the minimum and the maximum length of the field.
    • Drop-down options: Applicable to Dropdown field. Set the Item Label to indicate the display name and the Item Key to refer to the optional value. 
    • Minimum and Maximum Tags: Applicable to Tags field. Configure the minimum and maximum tags to associate with the custom attribute.
  7. Click Save.
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