Understand execution of decision tables
This article explains how Genesys Cloud executes a published decision table in real time. The following is a decision table that is published:
Genesys Cloud reads the rows in sequential order. All conditions in a row are combined by an AND operator by default. This means that only when all the conditions of a row are met, the result of the row is achieved. Otherwise, Genesys Cloud proceeds to the evaluate the conditions in the next row.
- Genesys Cloud matches enum values by key and not by value.
- String values and enum values are case sensitive when used with comparators equals, starts with, and contains.
For example, the above decision table intends to route an incoming workitem to the accurate queue for further processing. A new workitem arrives from an existing customer of segment Gold, with a registration date 14th February, 2025, from country code FRA.
- Genesys Cloud checks row 1 – The incoming workitem meets all conditions, except the country code. Genesys Cloud skips row 1 and evaluates the next row.
- Genesys Cloud checks row 2 – The workitem does not meet the Segment condition specified in row 2. Genesys Cloud skips row 2 and evaluates the next row.
- Genesys Cloud checks row 3 – The workitem matches the conditions of row 3. Genesys Cloud routes the workitem to the queue, Queue for Complaints.
Notice that row 4 contains an alert and the queue name in the Desired Routing column is masked. This is because the division table belongs to a division and the queue mapped in the Desired Routing column belongs to another division. While the dicision table author has access to the division that the queue belongs to, the viewer of the decision table does not have access to the division. Therefore the queue name is masked and the row remains uneditable.
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