Impactful Variables
These are the key attributes in Interaction Participant Data:
- Call_Report / Call_Path
- SurveyResults
- ANI
- DNIS
| Variable | Type | Mode | Example | Notes |
|---|---|---|---|---|
| Flow.BaseName | string | Literal | SBC, SBC_BCRDS | Usually the ORG name |
| Flow.BaseUnit | string | Literal | _MAIN, _ACCOUNTS | If business has multiple queues/units |
| Flow.BaseChannel | string | Literal | _VOICE | |
| Flow.BaseLang | string | Literal | _EN | |
| Flow.BaseFlow | string | Literal | _INQUEUE | |
| Flow.BaseQueue | string | Expression | Flow.BaseName + Flow.BaseUnit + Flow.BaseChannel + Flow.BaseLang: SBC_MAIN_VOICE_EN | This variable is mostly used within In Queue Flows, so it’s easier to log Call_Report |
| Flow.BaseVMQueue | string | Expression | Flow.BaseName + Flow.BaseUnit + "_VM" + Flow.BaseLang: SBC_MAIN_VM_EN | |
| Flow.Timezone | string | Literal/Expression | ”America/Los_Angeles”, Flow.ScheduleGroup.timezone | **SDO operates in two different timezones |
Benefits
Section titled “Benefits”Modularity & Reusability
Section titled “Modularity & Reusability”Variables allow you to build flexible flows that can be reused across multiple queues, channels, or languages without duplicating logic.
Reduced Hardcoding
Section titled “Reduced Hardcoding”Avoids embedding static values, which minimizes errors and simplifies maintenance when business rules change.
Dynamic Configuration
Section titled “Dynamic Configuration”You can dynamically construct Genesys Cloud objects (e.g., queues, schedules) based on flow logic, improving adaptability.
Using the examples above:
Flow.Queue=FindQueue(Flow.BaseQueue + Flow.Division)-> SBC_MAIN_VOICE_EN_DEVFlow.Division= “_BAT”Flow.Queue=FindQueue(Flow.BaseQueue + Flow.Division)-> SBC_MAIN_VOICE_EN_BATFlow.Call_Report=Append(Flow.Call_Report, " | ", Flow.BaseName, Flow.BaseUnit, "_NALO", Flow.Division)-> SBC_MAIN_NALO_BAT
Scalability
Section titled “Scalability”Enables scaling across business units or languages by simply adjusting variable values rather than rewriting flows.
Complexity in Debugging
Section titled “Complexity in Debugging”Overuse or deeply nested expressions (e.g., Flow.BaseQueue) can make it harder to trace issues during troubleshooting. Hence, Dependency Tracking.
Inconsistent Naming Conventions
Section titled “Inconsistent Naming Conventions”If variables aren’t standardized (e.g., inconsistent use of _MAIN vs _main), it can lead to reporting mismatches or broken logic.
Dependency on Upstream Logic
Section titled “Dependency on Upstream Logic”Variables often depend on earlier flow decisions. If those fail or are misconfigured, downstream logic may break silently.
Limited Visibility in Reporting Tools
Section titled “Limited Visibility in Reporting Tools”Some Genesys Cloud tools may not fully resolve or interpret complex expressions, leading to gaps in analytics unless explicitly logged. Enabling flow executions is a must when troubleshooting.
Training Overhead
Section titled “Training Overhead”New team (and even current) members may need time to understand the complexity and logic behind variable construction and usage patterns.