Update Data action

ACD skills are arbitrary designations of tasks, expertise, or knowledge that someone must have to handle an interaction. A skill variable represents a Genesys Cloud ACD skill (such as a language or certification) possessed by an agent. In Architect, an ACD skill requirement routes a work item to an eligible recipient. ACD skills are established and configured by the Genesys Cloud administrator.

Add a skill variable to a task sequence

In a task sequence, you can add a skill variable to an Update Data action and then call it from a Transfer to ACD action. For example, to send the call to an agent with fluent Spanish-speaking skills or a higher level of proficiency in Windows OS.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select ACD Skill.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, perform one of these steps:
   • To set the value from literal mode, click the list and select the desired ACD skill.
   • To set the value using an expression, click the Expression button , select Expression, and do one of the following:
     • Add the expression inline.
     • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
6. (Optional) To add another variable, click the Add update statement button. 
7. Add a Transfer to ACD action to the task sequence and configure it to use the skill variables you created here.

Agent scores allow you to specify the priority of preferred agents. If for example, you have agents that you prefer most, set their scores higher, and set backup agents lower. If you don't have a preference, set the score to 100.

In Architect, to influence routing you can create an agent score pair collection that supports up to 20 agent/score pairs.

An agent's score represents the agent's priority and can be from 0 to 100, with the highest score representing the most preferred agent. If you have agents that you prefer over others, set their score to 100. Set backup agents to 90. If you don't have a preference, set the score to 100. For example, assume you have a case owner who is the most preferred agent, and you have three additional backup agents. Set the case owner's score to the maximum of 100, and then set the backup agents to a lower score, such as 90.

To create an individual agent score pair value, use the MakeAgentScorePair function. For example, the following expression in a Transfer to ACD action's Preferred Agent setting creates an agent score pair collection with two agent score pairs. The first user has a score of 100 and the second has a score of 90:

MakeList(
 MakeAgentScorePair(
  FindUserById("<put_user_guid_string_here>"),
  100
 ),
 MakeAgentScorePair(
  FindUserById("<put_user2_guid_string_here>"),
  90
 )
)

You can use a MakeListAgentScorePair function that takes a collection of users along with an integer collection of scores to associate with the users. Following that method, this example generates the same value as the previous expression:

MakeListAgentScorePair(
 MakeList(
  FindUserById("<put_user_guid_string_here>"),
  FindUserById("<put_user2_guid_string_here>")
 ),
 MakeList(
  100,
  90
 )
)

To find the user ID of a user, see Edit a user's profile.

You can also use an Update Data action to assign variables. Then, use those variables to supply individual user values or user collections, an individual integer score or integer collections, and agent score pairs or collections. For more information about the MakeAgentScorePair, MakeListAgentScorePair, MakeList, FindUserById, and other functions, see Architect's Expression Help feature. Each function provides more details and examples.

Add an agent/score pair variable to a task sequence

In a task sequence, you can add an agent/score pair variable to an Update Data action.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select AgentScorePair.
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 value using an expression add the expression inline.
   • To set the value using the Agent Score Pair builder, perform these steps:
     1. Click the Expression button  to open the Agent Score Pair builder.
     2. Click AgentScorePair.
     3. Under User, enter the agent.
        Note: If you select a literal user, system uses the FindUserById function with the user's id at runtime. If the system does not find the user, it returns a NOT_SET AgentScorePair value.
     4. Under Score, enter the numerical score.
6. (Optional) To add another variable, click the Add update statement button. 

A boolean expression can have only one of two values: true (yes) or false (no). For example, the expression "Date equal to 07/17/2014" has a value of yes (true) if the current variable's value is July 17, 2014; otherwise, it has a value of no (false). Use boolean values (or expressions that return boolean values) with If-Then-Else actions to tell  Architect how to make decisions based on two clear alternatives.

Examples

• Call.Ani=="tel:+13175551212": In this Boolean expression, the result is true if the originating phone number is 1-317-555-1212; otherwise, false.
• ToAudioTTS(If(Hour(GetCurrentDateTimeUtc()) >= 12, "Good afternoon", "Good morning")): In this expression that includes boolean values, if the current time is on or after 12:00:00 p.m., the system plays "Good afternoon" audio. Otherwise, it plays "Good morning" audio. 
  Note: In this example, the system runs the check against UTC datetime value.

You can test for only one condition with one variable, or you can test for multiple conditions with multiple variables. Each time you click Add update statement, Architect adds a variable row. If the table has more than one row, then:

• The process evaluates the conditions in top-to-bottom order as they appear in the table.
• The process uses "short-circuit evaluation." When an expression combines multiple conditions by using OR, then the whole expression is true if any of the conditions are true. Therefore, if the first condition is true, the process knows that the whole expression is true and doesn't need to evaluate any of the other conditions. As soon as the process hits a condition that is true, it stops evaluating an OR expression. On the other hand, if an expression combines multiple conditions by using AND, then the whole expression is false if even one of its conditions is false. Therefore, as soon as the process hits a condition that is false, it stops evaluating an AND expression because it knows that the whole expression is false. In either case, the process moves on to the next step.

Add a boolean expression to a task sequence

In a task sequence, you can add a boolean expression to an Update Data data action. For example, 

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 the Add update statement button and select Boolean.
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 value from literal mode, click the True or False radio button.
   • To set the value using an expression, click the expression button and do one of the following:
     • Add the expression inline.
     • Click the Edit Expression button to open the large expression Editor and build your expression.
6. To optionally add another variable, click the Add update statement button. 

You can use cards in Architect digital bot flows to display options to your customers in a visually appealing and responsive way. In a task sequence, you can add a card variable to an Update Data action and then call it from an Ask for Slot action. The card data type can be a useful tool in helping flow authors dynamically use cards in carousels.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select Card.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, perform one of these steps:
   • To set the value from literal mode, click the card and follow these steps:
     
     • Click Select an Image and choose an existing image or import a new one.
     • Add a required title that appears below the image.
     • (Optional) Add a description to appear below the title.
     • Click Button and enter the postback or URL value that Architect uses when the customer clicks it.
     • (Optional) You can enter the postback or URL value using an expression. For example, MakeChoice("url", "https://www.genesys.com", "Genesys")
   • To set the value using an expression, click to enter expression mode, select Expression, and do one of the following:
     • Add the expression inline.
     • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression. For example, to create a card that lets someone select a pizza size of small, medium or large, enter MakeCard("Pizza Size", "Please select your pizza size.", MakeList(MakePostbackChoice("small", "Small"), MakePostbackChoice("medium", "Medium"), MakePostbackChoice("large", "Large")), FindImage("Pizza Size")).
6. (Optional) To add another card variable, click the Add update statement button. 
7. Add an Ask for Slot action to the task sequence and configure it to use the card variables you created here.

 

You can use carousels in Architect digital bot flows to display options to your customers and facilitate bot conversations. In a task sequence, you can add a carousel variable to an Update Data action and then call it from an Ask for Slot action. The carousel data type can be a useful tool in helping flow authors dynamically configure carousels.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select Carousel.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, perform one of these steps:
   • To set the value from literal mode, click Card and follow these steps:
     
     • To create the card using an expression, hover over the card under the Value to Assign field and click in the dialog box that appears to enter expression mode. You can add the expression inline or click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
     • To create the card from literal mode, click Select an Image in the Card dialog box that opens and choose an existing image or import a new one.
     • Add a required title that appears below the image.
     • (Optional) Add a description to appear below the title.
     • Click Button.
     • Under Button Action, select Postback or Open URL.
     • Under value, enter the postback or URL value that Architect uses when the customer clicks it.
     • (Optional) You can enter the postback or URL value using an expression. For example, MakeChoice("url", "https://www.genesys.com", "Genesys")
   • To set the value using an expression, click to enter expression mode, select Expression, and do one of the following:
     • Add the expression inline.
     • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression. You can use the MakeCarousel function to create a carousel.
6. (Optional) To add another carousel variable, click the Add update statement button. 
7. Add an Ask for Slot action to the task sequence and configure it to use the carousel variables you created here.

In a task sequence, you can add a choice variable to an Update Data action and then call it from an Ask for Slot action. You can also use a choice variable within an expression that you use to create, for example, a carousel card. The choice data type can be a useful tool in helping flow authors dynamically configure choices.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select Choice.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, perform one of these steps:
   • To set the value from literal mode, click Button Name and follow these steps:
     
     • Enter the postback or URL value that Architect uses when the customer clicks it.
     • (Optional) You can enter the postback or URL value using an expression. For example, to create a choice with type "postback", value of "support" and label of "Help and Support", enter MakePostbackChoice("support", "Help and Support").
   • To set the value using an expression, click to enter expression mode, select Expression, and do one of the following:
     • Add the expression inline.
     • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
6. (Optional) To add another choice variable, click the Add update statement button.

In a task sequence, you can add a chooser variable to an Update Data action and then call it from an Ask for Slot action to specify whether to use quick replies or carousels. The chooser data type can be a useful tool in helping flow authors dynamically configure slot value choices to digital bot flow participants.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select Chooser.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, perform one of these steps:
   • To set the value from literal mode, select either Quick Replies or Carousel and follow these steps:
     
     • If you selected Quick Replies, click Button. Under value, enter the postback or URL value that Architect sends to the bot when the customer clicks it. You can also enter the postback or URL value using an expression. Repeat these steps for each additional button that you want to add.
     • If you selected Carousel, click Card and then add the carousel card. For more information about how to configure a carousel, see the Carousel section in this article. 
   • To set the value using an expression, click to enter expression mode, select Expression, and do one of the following:
     • Add the expression inline.
     • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
6. (Optional) To add another chooser variable, click the Add update statement button.

Use the Communication variable to interact, via one-way communication, with a customer. The caller or chat recipient does not reply to the message.

Add a communication variable to a task sequence

In a task sequence, you can add a communication variable to an Update Data action.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select Communication.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, click the Expression button and perform one of these steps:
   • Add the expression inline.
   • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
6. (Optional) To add another variable, click the Add update statement button. 
7. Add an appropriate action to the task sequence and configure it to use the skill variables you created here.

A currency value represents monetary values. It has two properties:

• The currency property is a decimal value or the value NOT_SET
• The string property is a string that holds either a 3-character ISO 4217 code  

For example, the following expression is valid at runtime:

MakeCurrency(10.50,"USD") 

This expression evaluates to a currency value with an amount of 10.50 and currency code of 'USD'. 

Obtaining the symbol for a currency

There is no "Symbol" property for a currency. However, you can use an expression to return the correct currency symbol:

GetCurrencySymbol(MakeCurrency(5.0,”USD”))

This expression returns $.

Add a currency variable to a task sequence

In a task sequence, you can add a currency variable to an Update Data data action. For example, 

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 the Add update statement button and select Currency.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. To set the values in literal mode, in the Value To Assign field, do the following:
   1. Click the + or - buttons to set the desired value.
   2. Click the arrow at the end of the currency symbol drop-down list and select the appropriate 3-character currency value.
6. To set the value using an expression, in the Value To Assign field, click the expression button and do one of the following:
   • Add the expression inline.
   • Click the Edit Expression button to open the Edit Expression Editor and build your expression.
7. To optionally add another variable, click the Add update statement button. 

A Date value is a string in the format prescribed by the XML standard for date data, similar to ISO 8601.

Add a Date variable to a task sequence

In a task sequence, you can add a date variable to an Update Data action. 

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, in the Name field, add a meaningful name to describe the item.
3. Click the Add update statement button and select Date.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. To set the values in literal mode, in the Value To Assign field, click the date field to display a calendar dialog box and select the appropriate date, month, and year.
6. To set the value using an expression, in the Value To Assign field, click the expression button and do one of the following:
   • Add the expression inline.
   • Click the Edit Expression button to open the Edit Expression Editor and build your expression.
7. In the Value To Assign field, to set the value using an expression, click the Expression button , select Expression, and do one of the following:
   • Add the expression inline.
   • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
8. To optionally add another variable, click the Add update statement button. 

A DateTime value is a string in the format prescribed by the XML standard for date data, similar to ISO 8601. 

Add a DateTime variable to a task sequence

In a task sequence, you can add a date | time variable to an Update Data action.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, in the Name field, add a meaningful name to describe the item.
3. Click the Add update statement button and select DateTime.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. To set the values in literal mode, in the Value To Assign field, do the following:
   1. Click the date field to display a calendar dialog box and select the appropriate date, month, and year.
   2. Click the time field and select the appropriate time value, including AM and PM.
6. To set the value using an expression, click the Expression button , select Expression, and do one of the following:
   • Add the expression inline.
   • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
7. (Optional) To add another variable, click the Add update statement button. 

A decimal number is a value consisting only of digits (0 to 9) and a decimal point. The number of display decimal places is configurable.

Add a decimal variable to a task sequence

In a task sequence, you can add a decimal variable to an Update Data data action. For example, 

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 the Add update statement button and select Decimal.
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 value from literal mode, click the + or - buttons to select the desired value.
   • To set the value using an expression, click the expression button and do one of the following:
     • Add the expression inline.
     • Click the Edit Expression button to open the Edit Expression Editor and build your expression.
6. To optionally add another variable, click the Add update statement button. 

A duration is a representation of time expressed as a string in a subset of the format prescribed by the XML date data standard. Durations have a composite value of days, hours, minutes, and seconds. The length of the duration is the sum total of days, hours, minutes, and seconds values. You can use a duration value to determine how long a "portion" of a process should wait before proceeding.

Add a duration variable to a task sequence

In a task sequence, you can add a duration variable to an Update Data data action. For example, 

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 the Add update statement button and select Duration.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. To set the values in literal mode, in the Value To Assign field, do the following:
   1. Click the calendar button to switch between d-HH:mm:ss.SSS format or HH:mm:ss.SSS format.
   2. Use the + or - buttons to set the desired value, or type it inline.
6. To set the value using an expression, in the Value To Assign field, click the expression button and do one of the following:
   • Add the expression inline.
   • Click the Edit Expression button to open the Edit Expression Editor and build your expression.
7. To optionally add another variable, click the Add update statement button. 

An emergency group that you associate with a call flow quickly and efficiently modifies call routing behavior during unplanned or semi-planned critical events, such as fire, natural disasters, and power outages. For more information, see Emergencies.

Add an emergency group variable to a task sequence

In a task sequence, you can add an emergency group variable to an Update Data action

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select Emergency Group.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, perform one of these steps:
   • To set the value from literal mode, click the list and select the desired emergency group.
   • To set the value using an expression, click the Expression button , select Expression, and do one of the following:
     • Add the expression inline.
     • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
6. (Optional) To add another variable, click the Add update statement button. 
7. Add an appropriate action to the task sequence and configure it to use the skill variables you created here.

External contacts are individuals such as employees of companies you do business with or direct customers. These people request help from your agents. For more information about Genesys Cloud's External Contacts feature, see About External Contacts and About creating a repository of customer data.

Add an external contact variable to a task sequence

In a task sequence, you can add an emergency group variable to an Update Data action.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select External Contact.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, perform one of these steps:
   • Add the expression inline.
   • Click the Edit Expression button to open the Edit Expression Editor and build your expression.
6. In the Value To Assign field, perform one of these steps:
   • Add the expression inline.
   • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
7. (Optional) To add another variable, click the Add update statement button. 
8. Add an appropriate action to the task sequence and configure it to use the skill variables you created here.

External organizations are your customers, partners, and other businesses that you interact with. These organizations are sometimes called accounts. For more information about Genesys Cloud's External Contacts feature, see About External Contacts and About creating a repository of customer data.

Add an external organization variable to a task sequence

In a task sequence, you can add an emergency group variable to an Update Data action.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select External Organization.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, perform one of these steps:
   • To set the value from literal mode, click the list and select the desired ACD skill.
   • To set the value using an expression, click the Expression button , select Expression, and do one of the following:
     • Add the expression inline.
     • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
6. (Optional) To add another variable, click the Add update statement button. 
7. Add an appropriate action to the task sequence and configure it to use the skill variables you created here.

In bot flows, a Grammar value is a string in the format that you can use to search for a grammar and receive a grammar value, if found. Use the Update Data action to add a grammar variable to a task sequence.

Add a Grammar variable to a task sequence

In a task sequence, you can add a grammar variable to an Update Data action. 

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, in the Name field, add a meaningful name to describe the item.
3. Click the Add update statement button and select Grammar.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. To set the values in literal mode, in the Value To Assign field, click Select a grammar and choose the appropriate grammar from the list.
6. In the Value To Assign field, to set the value using an expression, click Expression Modes , select Expression, and do one of the following:
   • Add the expression inline.
   • Click Large expression editor  to open the Edit Expression Editor and build your expression.
7. To optionally add another variable, click the Add update statement button. 

Groups are communities within your organization based on common skills, relationships, location, or other information. Groups are useful for creating categories of knowledge or contact within your enterprise. In Architect, a group expression routes a work item to an eligible group. Groups are established and configured by the Genesys Cloud administrator.

Add a group variable to a task sequence

In a task sequence, you can add a group variable to an Update Data data action. For example, to send a call to agents with specialized subject matter knowledge. 

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 the Add update statement button and select Group.
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 value from literal mode, select the appropriate group from the drop-down list.
   • To set the queue using an expression, click the expression button and do one of the following:
     • Add the expression inline.
     • Click the Edit Expression button to open the Edit Expression Editor and build your expression.
6. To optionally add another variable, click the Add update statement button. 

You can add an image to an Update Data action in any of three ways:

• From a URL
• From your computer or network
• From your assets library

Expand All

An integer is a whole number such as 987 or 5. Use integer values to represent complete objects and processes that cannot be subdivided, such as the number of calls waiting or the number of agents on duty. An integer is an eight-byte value, which means that it can hold positive or negative numbers of practically any size. Flow runtime supports values from -999999999999999 to +999999999999999 for an Architect integer value. An integer variable has an integer value at runtime, but an expression of 999999999999999 + 1 will cause an error because the result is >999999999999999.

Add an integer variable to a task sequence

In a task sequence, you can add an integer variable to an Update Data data action. For example, 

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Name field, add a meaningful name to describe the item.
3. Click Add update statement and select Integer.
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 value from literal mode, click the + or - button to select the desired value.
   • To set the value using an expression, click the expression button and do one of the following:
     • Add the expression inline.
     • Click the Edit Expression button to open the Edit Expression Editor and build your expression.
6. To optionally add another variable, click the Add update statement button. 

Predictive Engagement allows you to track users as they interact with your website. You can use action maps to design engagements that enhance each user's personal experience and help you achieve your business outcomes. Genesys Predictive Engagement uses AI to predict whether a visitor will achieve a particular business objective. These business objectives are called outcomes. For more information, see Prepare Architect components.

Add a journey outcome variable to a task sequence

You can add a journey outcome to an Update Data action to obtain the Predictive Engagement Journey Outcome ID in a task.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select JourneyOutcome.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, click the Expression button and perform one of these steps:
   • Add the expression inline.
   • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
6. (Optional) To add another variable, click the Add update statement button. 

Genesys Predictive Engagement uses AI to predict whether a visitor will achieve a particular business objective. These business objectives are called outcomes. For each outcome you define, there is a machine learning model that evaluates a visitor's behavior against the behavior of other visitors on your website to determine the visitor's outcome score. Your organization's models are unique to you.

Each outcome score represents the likelihood that the visitor will achieve the particular business outcome, based on the actions the visitor has taken so far during the session or on other activities related to the visitor that are included in the appropriate events (for example, geolocation).

The model updates a visitor's score for each outcome in real-time, and a visitor's scores can change as they navigate your website.

If a visitor communicates with an agent, the agent can see the visitor's outcome scores while viewing the visitor's complete set of journey context data. Also, the outcome scores can trigger action maps that enhance a visitor's engagement on your site.

Add a journey outcome score variable to a task sequence

You can add a journey outcome to an Update Data action to obtain the Predictive Engagement Journey Outcome score in a task.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select JourneyOutcomeScore.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, click the Expression button and perform one of these steps:
   • Add the expression inline.
   • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
6. (Optional) To add another variable, click the Add update statement button. 

Predictive Engagement allows you to track users as they interact with your website. Segments identify and classify visitors based on their shared behavior and characteristics.

Add a journey segment variable to a task sequence

You can add a journey segment to an Update Data action to obtain the Predictive Engagement Journey Outcome score in a task.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select JourneySegment.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, click the Expression button and perform one of these steps:
   • Add the expression inline.
   • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
6. (Optional) To add another variable, click the Add update statement button. 

Predictive Engagement allows you to track users as they interact with your website. You can use action maps to design engagements that enhance each user's personal experience and help you achieve your business outcomes. For more information, see Prepare Architect components.

Add a journey session variable to a task sequence

You can add a journey session variable to an Update Data action to obtain the Predictive Engagement Journey Session ID in a task.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select JourneySegment.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, click the Expression button and perform one of these steps:
   • Add the expression inline.
   • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
6. (Optional) To add another variable, click the Add update statement button. 

Genesys knowledge workbench is an authoring tool that enables you to create and manage knowledge, view knowledge performance, and test knowledge services. Use the knowledge workbench to create knowledge that you can intelligently surface during bot conversations. The knowledge workbench enhances and accelerates the effectiveness of bots by managing the source for the answers to customer questions.

Add a knowledge base document variable to a task sequence

You can select a knowledge base to associate with the flow, add an Update Data action to a task, and select a knowledge base article to use in the task.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select KnowledgeBaseDocument.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, perform one of these steps:
   • To set the value from literal mode, click the list and select the desired knowledge base article.
   • To set the value using an expression, click the Expression button , select Expression, and do one of the following:
     • Add the expression inline.
     • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
6. (Optional) To add another variable, click the Add update statement button. 

ACD skills are arbitrary designations of tasks, expertise, or knowledge that someone must have to handle an interaction. A skill variable represents a Genesys Cloud ACD skill (such as a language or certification) possessed by an agent. In Architect, an ACD skill requirement routes a work item to an eligible recipient. ACD skills are established and configured by the Genesys Cloud administrator.

Add a skill variable to a task sequence

In a task sequence, you can add a skill variable to an Update Data action and then call it from a Transfer to ACD action. For example, to send the call to an agent with fluent Spanish-speaking skills or a higher level of proficiency in Windows OS.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select ACD Skill.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, perform one of these steps:
   • To set the value from literal mode, click the list and select the desired ACD skill.
   • To set the value using an expression, click the Expression button , select Expression, and do one of the following:
     • Add the expression inline.
     • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
6. (Optional) To add another variable, click the Add update statement button. 
7. Add a Transfer to ACD action to the task sequence and configure it to use the skill variables you created here.

Create a phone number type in an Update Data action sequence when you want to specify a phone number whose properties may be accessed in other flow locations. For more information, see About the phone number data type.

Add a phone number update statement to a task sequence

In a task sequence, you can add a phone number expression to an Update Data data action. For example, 

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 the Add update statement button and select Phone Number.
4. In the Variable Name field, type the label to store the data and identify the variable on tasks.
5.  To assign a telephone number, do one of the following:
   1. In the Value To Assign field, leave the default tel: data type unchanged.
   2. Click the arrow at the end of the Dialing Code drop-down list and choose the dialing code for the telephone number to ensure the phone number has global dialing information.
   3. In the Enter phone number box, add the subscriber number for the phone number. 

6. To assign a SIP URI to the phone number, do the following:
   1. In the Value To Assign field, click the arrow at the end of the tel: drop-down list and select sip:.
   2. In the Enter SIP URI box, add the SIP URI phone number string. 
7. To assign a secure SIP URI to the phone number, do the following:
   1. In the Value To Assign field, click the arrow at the end of the tel: drop-down list and select sips:.
   2. In the Enter SIP URI box, add the secure SIPS URI phone number string. 

8. To optionally add another variable, click the Add update statement button. 

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 the Add update statement button 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 button and do one of the following:
     • Add the expression inline.
     • Click the Edit Expression button to open the Edit Expression Editor and build your expression.
6. To optionally add another variable, click the Add update statement button. 

You can use quick replies in Architect digital bot flows to display options to your customers in the form of responses that they can select as a reply during a message interaction. In a task sequence, you can add a quick replies variable to an Update Data action and then call it from an Ask for Slot action. The quick replies data type can be a useful tool in helping flow authors dynamically configure quick replies.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click the Add update statement button and select QuickReplies.
4. In the Variable Name field, type the label to identify the variable on tasks.
   • To create your quick replies from literal mode, click Button and follow these steps:
     
     • Under value, enter the postback or URL string value that Architect sends to the bot when the customer clicks it.
     • To add a button label that differs from the postback or URL string value that you entered, click Add alternative label and enter the button’s display label. 
     • Repeat the previous steps if you want to add more quick replies.
   • To create your quick replies using an expression, follow these steps:
     • Click next to Value to Assign and select Expression to enter expression mode.
     • Add the expression inline.
     • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression. For example, to create two postback button choices with the values "small" and "medium", enter MakeQuickReplies(MakeList(MakePostbackChoice("small"), MakePostbackChoice("medium"))).
   • To create a single quick reply choice using an expression, click Button and follow these steps:
     • Hover over the Button Name button and click in the dialog box that appears to enter expression mode. 
     • Add the expression inline.
     • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
5. To add another quick replies variable, click the Add update statement button. 
6. Add an Ask for Slot action to the task sequence and configure it to use the quick replies variables you created here.

This is a standard text string or a custom series of alphabetical, numerical, and symbolic characters. Its size is limited only by available system resources.

Add a string variable to a task sequence

In a task sequence, you can add a string variable to an Update Data data action. For example, 

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 the Add update statement button and select String.
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 value from literal mode, type the string inline.
   • To set the value using an expression, click the expression button and do one of the following:
     • Add the expression inline.
     • Click the Edit Expression button to open the Edit Expression Editor and build your expression.
6. To optionally add another variable, click the Add update statement button. 

A Time value is a string in the format prescribed by the XML standard for date data, similar to ISO 8601. 

Add a Time variable to a task sequence

In a task sequence, you can add a time variable to an Update Data action.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. In the Update Data workspace, in the Name field, add a meaningful name to describe the item.
3. Click the Add update statement button and select Time.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. To set the values in literal mode, in the Value To Assign field, enter the appropriate time value, including AM and PM.
6. To set the value using an expression, click the Expression button , select Expression, and do one of the following:
   • Add the expression inline.
   • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
7. To optionally add another variable, click the Add update statement button. 

This variable is a user type that Architect associates with configured users. In Architect, choose this type from a list box. From the user value, you can retrieve user-related information such as ID or username string values.

In a task sequence, you can add a user variable to an Update Data data action. For example, to an agent assigned to a specific account.

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 the Add update statement button and select User.
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 user from literal mode, select the appropriate user from the drop-down list.
   • To set the user using an expression, click the expression button and do one of the following:
     • Add the expression inline.
     • Click the Edit Expression button to open the Edit Expression Editor and build your expression.
6. To optionally add another variable, click the Add update statement button. 

Genesys Cloud allows you to apply utilization labels to interactions to control more finely how many interactions Genesys Cloud ACD can assign to an agent. For more information, see Overview of utilization labels. In a task sequence, you can add a utilization label variable to an Update Data action and then call it from a Find Utilization Data action or Set Utilization Data action. The utilization label data type can be a useful tool in helping flow authors dynamically configure agent utilization labels.

Add a UtilizationLabel variable to a task sequence

You can add a utilization label to an Update Data action to obtain a utilization label in a task.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task editor.
2. In the Update Data workspace, add a meaningful name to describe the item.
3. Click Add update statement and select UtilizationLabel.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, perform one of the following steps:
   1. Select the utilization label.
   2. Click and perform one of these steps:
      • To enter expression mode, and add the expression inline, click the switch mode button.
      • To open the Edit Expression Editor and build your expression, click the Large Expression Editor button.
6. (Optional) To add another variable, click the Add update statement button. 

To indicate the nature of an interaction, agents specify wrap-up codes; for example, a completed sale, a customer dissatisfied with service, or a billing problem. In Architect, a wrap-up code expression assigns a specific code to a variable, which can then be used throughout the flow. Wrap-up codes are established and configured by the Genesys Cloud administrator.

This action is available from the Architect toolbox, located in the task editor.

Add a wrap-up code variable to a task sequence

In a task sequence, you can add a wrap-up code variable to an Update Data data action.

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 the Add update statement button and select Wrapupcode.
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 wrap-up code from literal mode, select the appropriate code from the drop-down list.
   • To set the wrap-up code using an expression, click the expression button and do one of the following:
     • Add the expression inline.
     • Click the Edit Expression button to open the Edit Expression Editor and build your expression.
6. To optionally add another variable, click the Add update statement button.