View the available worktypes and its details.

1. Click Admin.
2. Under Work Automation, click Worktypes. The worktypes dashboard opens. 
3. Click Menu > Orchestration > Work Automation > Worktypes.
4. Click the preferred worktype. The overview page of the specific worktype appears. The page displays the summary data of the worktype and the UIDs to use in API requests.
5. To create a caseplan from a worktype, click the More  icon and select Create Caseplan. A caseplan is now created with the selected worktype as the first step in the first stage. The caseplan also inherits the custom schema of the selected worktype.
   Note: You cannot create a caseplan with worktypes that do not have a custom schema set.
6. To modify or delete a worktype, click the More icon and select edit or delete icons as required. Edit the following details.
   
   
   Note:

   • You cannot delete a worktype for which a workitem is already available.
   • If a worktype is associated with a workitem flow, you cannot edit the workitem flow.
1. 1. Name: Enter a unique name for the worktype.
   2. Description: Add a description that best describes the purpose of the worktype.
   3. Workbin: Choose one of the following options.
      • Select existing workbin: Select the workbin and division of the worktype.
      • Create new Workbin: Enter a name for the new workbin, select the division of the worktype, and optionally enter a description for the new workbin.
        
        Note: Once created, you cannot change the division of a worktype.
   4. External Contact: To specify which division an agent can search for and create contacts in, select one of the following options:
      
      • Unassigned and in this division: Agents can search for contacts assigned to the workitem division and contacts that do not have any division assigned. They can then associate the contact to either the workitem division or the unassigned (*) division.
      • In this division only: Agents can only search for and create contacts in the workitem division. 
   5. Click Cancel, Save, or Save and Modify Settings. The Save and Modify option opens the following settings page that you can modify. 

Worktype settings page

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Properties tabClick to expand

1. By default, each workitem has a due date, expiration date, and life span. You can update the values to suit your organizational needs.
   1. Due Date: The date before which the workitem must be completed to meet the SLA.
      
      Note: Ensure that you terminate a workitem to check compliance with its due date.
   2. Expiration Date: A date used to trigger date-based automations when the workitem reaches a configured time. Use the expiry date to support recurring actions or scheduled follow-up automation.
      
   3. Life Span: The number of days to hold the workitem on Genesys Cloud. However, before the expiry of the life span, you could choose to extend the period, as necessary. For example, if you set the life span for 200 days, you could extend it by another 120 days anytime before it expires.
2. Choose a schema for the worktype. The attributes that you define in the schema apply to the workitems of this worktype.
   
   Note: Once you choose a schema, you cannot change the schema. However, you can edit the attributes of the schema to create a new version.
3. Choose a script for the worktype. Scripts display editable records and directions to each agent that handles a particular type of interaction. Scripts present agents with details about the caller or contact, often with fields for collecting or updating information. For more information, see About scripting, allow the script to be used as a worktype property and script actions that are available for workitem automation.

Routing tabClick to expand

Work automation behaves the same way that an ACD interaction does. All the routing settings set on the queue apply to the workitem that is awaiting an agent. Genesys Cloud supports Standard routing, Bullseye routing, Preferred Agent Routing, and Direct Routing (set on each workitem via the API). For more information about each routing method, see Advanced routing overview. 

Note: Conditional Group routing and Predictive routing are not available for workitem routing.

1. Set the Routing Enabled switch to On or Off. 
   1. When you set Routing Enabled to On, the workitem routs as an ACD interaction. 
   2. When you set Routing Enabled to Off, the workitem moves to a workbin and follows the Automatic Status Transition workflow that you set up. Use this option to perform analysis or data collection on a workitem and process it further before it routes to an agent, or if you prefer agents to assign workitems to themselves. 
2. Set the default queue through which the workitem routes.
3. Set the default language for routing. Genesys Cloud uses the language that you specify to filter agents to process the workitem.
4. Set the default priority for the workitem related to the worktype. When an agent becomes available in the specified queue, the workitem with a higher priority routes earlier than the others.
5. Set the default skills to use for routing. Genesys Cloud uses the skills that you specify to filter agents to process the workitem.

Status Transition Builder tabClick to expand

Define the statuses and the possible connections of a status with the other statuses. You can map a status change to send an event that is captured with a trigger to launch a workflow. For example, when a request to increase insurance coverage transitions from open to assigned state, you can set up a workflow to send an email about the change state. The statuses help in process automation, compliance, and reporting. The workitem status is different from the routing states. 

On this page, you only define the different statuses that a workitem could possibly fall under; define the transition of status from one to another in the Auto Status Transitions tab. 

Use the Status Transition Map switch to view the status transitions in tabular and visual format. Genesys Cloud provides four different status categories within which you can create statuses.

1. Define the initial status of any newly created workitem. Upon creation, the workitem assumes this status and begins the status transition process.
2. Click Add Status and enter a name and description for the status. For example, under the category Open, you can create statuses such as Unassigned, Assigned, and Awaiting Agent.
   • To stop workitems upon transition to the set status, select Terminate workitem on selection of status. Only Closed statuses can auto-terminate. Termination of workitems allows supervisors to track the closure of workitems and their SLA compliance. 
3. Click Add Restrictions to define the possible statuses that this status can transition to. For example, a workitem in Open status can transition to either In-progress, Rejected, or Require More Information based on the workitem. Adding a transition restriction from terminating status only applies to the manual transition after the workitem is restored from the terminated state.
   Note: You cannot delete a status in the following scenarios: when the status has an auto-status transition set, the status has status-transition rules set, or its worktype has an associated workitem flow set.

Auto Status Transitions tabClick to expand

Define how the statuses that you built earlier transition from one to another. The automatic triggers that you configure can ensure that the workitem completes the pre-defined processes before it transitions to the next status. Use the automatic status transition builder mainly to handle workitems that need minimal or no manual intervention. 

Note: You can also disable auto transition for a workitem. For more information, see Automatic Status Transition.

1. The Auto Status Transitions page lists the different statuses you created. Click Add Status Transition alongside each status and define the transition settings. 
2. In the Select Auto Transition Status field, set the next status of the workitem. All the statuses you defined as the status restrictions are available in the list. Transition from Terminating status to another status is only applicable to the workitem restored from the termination. Auto status transition does not apply in this case.
3. In the Status Duration - How long until automatic status transition field, set the period at the expiry of which the status automatically moves to the status defined in the previous step. Consider the interval at which the routing state of a workitem changes before you set up the automatic transitions and triggers. 
4. Alternatively, set a time for the status to automatically transition in the Select Time field.
5. Click Save.

Rules tabClick to expand

You can create rules for a worktype to automate the actions of a workitem. To automate the actions, create a worktype, set the rules, and from Architect, associate the worktype to a workitem flow. Now, when you create a workitem and when its status changes, Genesys Cloud evaluates the rules. If the conditions of the rules are met, Genesys Cloud performs the actions that you specify in the workitem flow. The output of the actions can serve as a pre-requisite for the subsequent status. Ensure that the worktype rules and the events in the workitem flow are in sync. 

You can navigate to the associated workitem flow in Architect from the worktype rules. Currently you can add rules for the following events: creation of a workitem and transition of a workitem from one status to another. 

1. 1. Click Add Rule Condition. 
   2. Select the event to apply the rule. You can apply the rule upon creation of a workitem, or on a specific date anytime during the life span of the workitem, or upon a status transition.
      Note: You can create only one rule for each workitem creation event.
      • Creation: By default, the rule specific to the creation event is applied immediately after the workitem is created.
      • Dates: You can execute the rule before, immediately on, or after the due date, or the expiry date; for a specific period after the creation date; or before the life span of the workitem. For example, six hours after reaching the expiry date, you can remove the workitem from the queue as it is no longer relevant.
        Note: You can set a maximum of five rules each for due date and expiry date, and three for life span. The minimum time limit that you can set is 15 minutes and the maximum is 30 days.
      • Status Transition: When the status of the workitem transitions: Specify the transition during which this rule must be applied.
   3. Enter the following details:
      1. Name Rule: A unique name for the rule; the rule name can be reused in other worktypes, but not within the same worktype. This name must match the rule name in the workitem flow.
      2. Execute Rule: Specify when the rule must be executed. The options depend on the event that you selected. If you selected the specific date event, you can execute the rule before, immediately on, or after the due date, expiration date, or before the lifespan of the workitem, or after the creation date of the workitem. If you selected the status transition event, select the start and the end transition status.
   4. Click Save.

Schema Display tabClick to expand

You can customize the details of workitems as they should appear on the interaction panel. The Schema Display tab enables you to show only details that are relevant for the agent, hide fields for which do not have any data yet, lock information that are not editable by the agent, and add custom field labels for better agent comprehension. 

1. 1. 1. In the Schema Version field, select a version of the schema to apply to the worktype.
      2. Under the Interactions Panel section, select the panel type you want for the agent to see.
         
         • Default - All information that the workitem contains are displayed to the agent, with all custom attributes being editable. 
         • Custom - Only fields that you select are displayed to the agent. 
      3. Enter a name for the interaction panel view. Provide a name that relates directly to the workitem type.
      4. To begin customizing the agent view, click Edit Panel. A panel builder page appears.
      5. On the panel builder page, use the following three sections and build the layout and information required for the agent interaction panel:
         • General Components - Add containers and text fields. Select the number of columns required within a container, create text fields, and drag and drop on to the panel builder.
         • Core Attributes - Drag and drop the core attributes that are part of your worktype within the required container. 
         • Custom Attributes - Select the required custom attribute. You can choose to keep the field read only or editable and edit the label for better agent readability and comprehension. Drag and drop within the required container.
      6. To view the layout of the workitem, click Preview.
      7. To continue editing, click Edit.
      8. To save the changes, click Save Panel. The custom panel now applies to all workitems that use the selected worktype. 

 A preview of the panel is available from the worktype as well.