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 next to U pdate Statements and select the ACD  Skill data type.
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 modes button and 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 next to U pdate Statements. 
7. Add a Transfer to ACD action to the task sequence and configure it to use the skill variables you created here.

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 next to U pdate Statements and select the Boolean data type.
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 modes button , select Expression, and do one of the following:
     • Add the expression inline.
     • Click the large expression editor button to open the editor and build your expression.
   • To set the value using the Boolean Buider, click the Expression modes button , select Boolean Builder, and build your boolean expression using data type helpers:
6. (Optional) To add another variable, click next to U pdate Statements.

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 next to U pdate Statements 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. (Optional) To add another currency variable, click next to U pdate Statements.

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 next to U pdate Statements 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 modes button , and do one of the following:
   • Select Expression and add the expression inline.
   • Select Expression and click to open the large expression editor and build your expression.
   • Select DateTime Builder to build a DateTime value with the builder.
7. (Optional) To add another DateTime variable, click next to U pdate Statements. 

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 next to U pdate Statements 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 modes button , and do one of the following:
     • Select Expression and add the expression inline.
     • Select Expression and click to open the large expression editor and build your expression.
6. (Optional) To add another decimal variable, click next to U pdate Statements. 

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 next to U pdate Statements 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. Select the time unit (days, hours, minutes, seconds, milliseconds) in which you want to specify the duration value.
   2. Use the + or - buttons to set the desired duration value, or type it inline.
6. To set the value using an expression, in the Value To Assign field, click the expression modes button and do one of the following:
   • Select Expression and add the expression inline. Use the MakeDuration function to specify the duration value.
   • Select Expression and click to open the large expression editor and build your expression.
7. (Optional) To add another duration variable, click next to U pdate Statements. 

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 next to U pdate Statements 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 appropriate group using an expression, click the expression button and do one of the following:
     • Add the expression inline.
     • Click to open the large expression editor and build your expression.
6. (Optional) To add another Group variable, click next to U pdate Statements.

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 next to U pdate Statements 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. Hold shift and click the corresponding button to increase or decrease the value by five.
   • To set the value using an expression, click the Expression modes button and do one of the following:
     • Add the expression inline.
     • Click to open the large expression editor and build your expression.
6. (Optional) To add another Integer variable, click next to U pdate Statements. 

Create a phone number type variable in an Update Data action sequence when you want to specify a phone number whose properties can 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 next to U pdate Statements 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, complete one of the following steps:
   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, follow these steps:
   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, follow these steps:
   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. (Optional) To add another Phone Number variable, click next to U pdate Statements.