Create and publish decision tables

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Genesys Cloud decision tables are rule-based tools that calculate results based on defined conditions and integrate into Architect flows for further processing. Organizations can create up to 50 decision tables per instance, each requiring a unique name, assigned division, and schema configuration that defines available input and output attributes. Division and schema assignments cannot be modified after creation, though tables can be edited to add rows or duplicated under different names. The Conditions pane supports up to 30 total attributes, with a maximum of 20 String type and 10 String List type attributes, subject to a combined character limit of 4, per row. Users define condition names, comparators, and default values, which can be set to Wildcard to pass all inputs for rule evaluation or Null to execute rules without input values. Condition values are constrained by attribute parameters established in the rules schema, including maximum limits for integer attributes. In the Results pane, users specify result names defined in the rules schema and enter corresponding result values. Decision tables become available in Architect flows within minutes of publication. A brief transition period follows publication during which execution requests may return results from either the newly published or previous version; after this period, all requests use the latest version. Each published version supersedes the previous version, with Genesys Cloud retaining a limited number of superseded versions accessible through version history. Users can create snapshots to preserve specific configurations. Access to decision table functionality requires specific permissions including Decision Table View, Add, Edit, Delete, Copy, and Publish capabilities, plus Queue View access for creation and editing operations. Users can add additional rows with alternative condition values after saving a decision table in the Drafts tab, with the option to set frequently-used values as defaults. The platform includes feedback mechanisms allowing users to report issues such as inaccurate, incomplete, or outdated content, as well as to provide positive feedback on helpful information. Related documentation covers rule-based decisions, rule schema creation and editing, decision table management, the Call Decision Table action, and import/export functionality, with community support available for users requiring additional assistance

PrerequisitesClick to expand

Decision tables help you arrive at calculated results given a set of conditions. Decision tables are then used in Architect flows for further processing in the flow.

Click Admin.
Under Rule-Based Decisions, click Decision Tables.
Click Menu > Orchestration > Rule-Based Decisions > Decision Tables.
Click Create Decision Table. Alternatively, from the Rule-Based Decisions, click Decision Tables page. You can copy any decision table to duplicate the configuration and save it under a different name or restore a superseded version or a snapshotof an existing published table. When you copy decision tables, you might occasionally see the target draft decision table having zero rows. This is because the operation is processing in the background and the rows have not been duplicated completely. Genesys recommends that you exit the decision table page briefly and reopen the page to view the newly created decision table.
You can create a maximum of 50 decision tables in an organization.
In the Name field, enter a unique name for the decision table.
In the Division field, choose the division to which the decision table must belong. You can only view the divisions to which your user role is tagged.
In the Schema field, choose the schema configuration that this decision table must use. The input and the output attributes for the decision table are limited to the attributes you defined in the schema you choose.
In the Description field, enter a description for this decision table. Once you enter the description, the Conditions and the Results pane are enabled.
In the Conditions pane, enter the following details. The conditions are the inputs that Genesys Cloud receives; the parameters you set in this pane narrows down the input to select list that are further processed according to the configuration in the Results pane.
- Condition Name – Select a condition that you defined in the rules schema.
- Comparator – Select a comparator that the input is limited to. The comparators that are available depend on the condition that you select. For more information on comparators available for the String List attribute, see How comparators for the string list attribute work.
- Default Value – Enter default values that Genesys Cloud must use when no value is available in a decision table column. If you selected the attribute type String List, a side pane opens for you to enter the string values. Enter one string per line.
  Note:
  You can create up to 30 attributes in total, with a maximum of 20 attributes of the String data type. You can add up to 10 string list attributes. Combined length of all string attributes per decision table row can be up to 4000 characters only.
  - When you set Wildcard as the default value, Genesys Cloud passes all inputs of that condition for rule evaluation.
  - When you set Null as the default value, Genesys Cloud runs the rule even if the condition contain no input value.
  - Enter the frequently used default value in this field. You can create additional rows with the other values for the condition name after you save the decision table, from the Drafts tab. For example, if you defined an enum attribute with options Platinum, Gold, Silver and you expect to see majority of rules defined for Gold customers, for ease of use, enter the default value as Gold. You can still add rules for Platinum and Silver segments by editing the decision table.
  - The values you enter are limited to the attribute conditions you set in the rules schema page. For example, if you define an integer attribute to accept the age input and you set the maximum age as 99 in the rules schema, your values in the default value selection cannot exceed 99. If you set Wildcard as the default value, Genesys Cloud passes all inputs to the decision table for further processing.
In the Results pane, enter the following details. The results are outputs that Genesys Cloud generates on the narrowed down list of inputs.
1. Result Name – Select a result that you defined in the rules schema.
2. Default Value – Enter the result value.
Click Create a Decision Table. After you save the decision table, you cannot change the division and the schema you set.
To make the decision table to be available for use in an Architect flow, click Publish.
Note: After you publish the decision table, allow few minutes for the published version to take effect. There may be a brief transition period for a few minutes during which execution requests can return results from either the newly published version or the previous version. You do not have to republish the table. After this period, all execution requests use the latest published version. Check the response to confirm the decision table version that was executed.
Use the edit option to add more rows to the decision table.
Each time you publish a new decision table version, the previous published version becomes a superseded version. Genesys Cloud retains a limited number of superseded versions that you can view or restore from the decision table version history. You can also create snapshots to preserve specific configurations. For more information, see Manage decision table versions.

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