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Designing Architect Flow Data Actions for Resiliency
Author:
AppFoundry Community
App Type:
Accelerator
  • Description
  • Product Details

Genesys Cloud Architect is a feature-rich tool for developing voice, chat, email, and message flows. One great feature of Architect flows is the ability to call data actions. Data actions allow you to interoperate with various third-party systems and services and also with the Genesys Cloud Platform API. You can use data actions to extend the functionality of your flows beyond the Architect feature set and provide a richer experience to your customers. While augmenting your flows with data actions can provide a great customer experience, data actions are still requests to a distributed service, and distributed services can occasionally fail. To prepare your call flows for the possibility of failure, ask yourself these questions:

  1. What happens if the service the data action references becomes unavailable?
  2. What if you experience a high volume of interactions, which causes the service to rate limit your requests? Correctly handling these scenarios in your flow design can help provide continuity for your business.

This Genesys Cloud Accelerator will:

  1. Explore various data action failure scenarios and how to handle them
  2. Understand the scalability concerns from data action usage
  3. Design and implement a data action response cache to improve flow scalability using data tables
  4. Implement the data table cache in a call flow
  5. Deploy the data table and call flows

Genesys Cloud objects to be configured:

*** Admin > Integrations > Integration > **Design Architect Flow Data Actions For Resiliency Admin > Integrations > Action > Insert IVR Cache Entry Data Action * Admin > Integrations > Action > Update IVR Cache Entry Data Action * Admin > Integrations > Action > Get On Queue Agent Counts * Admin > Architect > Data Tables > IVR Cache Data Table * Architect > Inboud Call > IVR Cache Flow

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