DES/Current/Designer/Blocks - Revision history

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Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/Blocks to DES/Current/Designer/Blocks: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

2021-04-21T13:59:03Z

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@@ Line 134: / Line 134: @@
 {{NoteFormat|
-* When routing chat interactions, Designer waits for 100 milliseconds before starting busy treatments for chats (i.e. in-queue messages). This significantly improves the accuracy of Estimated Wait Time (EWT) and Position in Queue (PIQ) values that these messages typically communicate to waiting customers, but may also result in the application not sending busy treatment chat messages if routing completes almost immediately (i.e. within 100 ms).
+* When routing chat interactions, Designer waits for 100 milliseconds before starting busy treatments for chats (i.e. in-queue messages). This significantly improves the accuracy of Estimated Wait Time (EWT) and Position in Queue (PIQ) values that are typically used by these messages when providing updates to customers, but may also result in the application not sending busy treatment chat messages if routing completes almost immediately (i.e. within 100 ms).
 * After a busy treatment has been executed at least 10 times, Designer exits the routing block and moves to the next block if the average duration of the treatment is less than 1000 ms (for example, due to a missing audio file).}}

@@ Line 134: / Line 134: @@
 {{NoteFormat|
-* Designer waits for 100 milliseconds before starting chat busy treatments (in-queue messages). This improves the accuracy of '''EstimatedWaitTime''' (EWT) and '''PositionInQueue''' (PIQ) values that are typically used by these messages, but may also result in busy treatment chat messages not being sent if routing completes almost immediately (i.e. within 100 milliseconds).
+* When routing chat interactions, Designer waits for 100 milliseconds before starting busy treatments for chats (i.e. in-queue messages). This significantly improves the accuracy of Estimated Wait Time (EWT) and Position in Queue (PIQ) values that these messages typically communicate to waiting customers, but may also result in the application not sending busy treatment chat messages if routing completes almost immediately (i.e. within 100 ms).
 * After a busy treatment has been executed at least 10 times, Designer exits the routing block and moves to the next block if the average duration of the treatment is less than 1000 ms (for example, due to a missing audio file).}}

@@ Line 133: / Line 133: @@
 Busy treatments defined in routing blocks will loop automatically until a certain condition is met &ndash; such as the call is routed, the customer disconnects, or the timeout specified in the routing block expires &ndash; at which point the next block in the application is triggered.
-{{NoteFormat|After a busy treatment has been executed at least 10 times, Designer exits the routing block and moves to the next block if the average duration of the treatment is less than 1000 ms (for example, due to a missing audio file).}}
+{{NoteFormat|
 ===Start Treatment block===

@@ Line 110: / Line 110: @@
 |structuredtext=Some block properties accept ECMAScript expressions that are executed by the application at runtime. This allows the application to perform dynamic operations, such as calling an ECMAScript function or combining the values of other variables.
-In general, block properties do not support ECMAScript expressions unless otherwise stated. If ECMAScript expressions are not supported, you must enter a value (a string that is taken as a literal). This value is not evaluated at runtime. For example, in the {{Link-SomewhereInThisManual|topic=PlayMessage|anchor=top|display text=Play Message block}}, the value of a TTS prompt is taken as a literal string.
+For information about using ECMAScript in Designer, see {{Link-SomewhereInThisVersion|manual=Designer|topic=ECMAScript}}.
 |Status=No
 }}{{Section

@@ Line 77: / Line 77: @@
 [[File:des_appflow_actions_showids.png]]
-{{AnchorDiv|searching}}
+===Limiting Application Indentation===
-===Searching the application flow===
+Although Designer allows you to use several levels of indentation, you might not be able to access the block properties element if you have more than 10 levels of indentation.
 To search the blocks in the application flow, select '''Search''' from the '''Actions''' menu.
 The search box appears in the main navigation bar and you can start typing the search term you are looking for. As you type, the items on the page are filtered to show only those items that match the text you've entered. The results are highlighted in the application flow, and you can use the up/down buttons to jump to the next or previous result.
 If you click the '''More Options''' button, you can also select the '''Search by Block ID''' or '''Enable Deep Search''' options.
-[[file:des_search_more_options.png]]
+[[file:des_search_more_options.png|link=https://all.docs.genesys.com/File:Des_search_more_options.png]]
 '''Search by Block ID''' can be useful if a particular block ID is flagged by Designer Analytics as having an issue. You can toggle the block IDs to be visible in the application flow and then use this search option to quickly locate the block in question.
@@ Line 91: / Line 100: @@
 The '''Enable Deep Search''' option enables you to search the entire application flow for a specific value or property.  For example, you might search for blocks that contain a certain virtual queue.
-For more about the search tools available in Designer, watch this video:
+This video describes the search tools available in Designer:
-{{Video|id=321848592|width=500}}
+{{Video|id=321848592|width=500|Description=Designer search tools}}
 |Status=No
 }}{{Section

@@ Line 183: / Line 183: @@
 |anchor=treatments
 |alignment=Vertical
-|structuredtext=A busy treatment is a special form of voice call handling that tells Designer what to do while a caller is waiting for their call to be connected with an agent. For example, you can play music for callers or provide them with updates about their estimated wait times.
+|structuredtext=A busy treatment is a special form of handling that occurs while a customer is waiting to be connected with an agent. For example, music can be played for callers or chat participants can be provided with regular updates about their estimated wait times.
-Certain blocks allow you to specify audio files or self-service type {{Link-SomewhereInThisManual|topic=SharedModulesBar|anchor=top|display text=shared modules}} as busy treatments.
+Certain blocks allow you to specify audio files, messages, or self-service type {{Link-SomewhereInThisManual|topic=SharedModulesBar|anchor=top|display text=shared modules}} as busy treatments. When planning to add a busy treatment to your application, keep in mind that the interaction might be routed immediately or take a very long time. In certain scenarios, you might prefer to use a Shared Module instead of a Play Message block, as you can configure the module to adjust (or skip) the busy treatment messages depending on the Estimated Wait Time (see an {{Link-SomewhereInThisVersion|manual=Designer|topic=Blocks|anchor=sharedmod|display text=example}}).
 ===Routing blocks===
 The {{Link-SomewhereInThisManual|topic=RouteCall|anchor=top|display text=Route Call}}, {{Link-SomewhereInThisVersion|manual=Designer|topic=Route|display text=Route Digital}}, and {{Link-SomewhereInThisManual|topic=RouteAgent|anchor=top|display text=Route Agent}} blocks have a '''Treatments''' tab where you can specify a busy treatment.
-If you choose to add an audio-based treatment, a {{Link-SomewhereInThisManual|topic=PlayMessage|anchor=top|display text=Play Message}} block is automatically nested below the routing block. Use this block to select and configure the audio options.
+If you choose to add an audio-based or text message treatment, a {{Link-SomewhereInThisManual|topic=PlayMessage|anchor=top|display text=Play Message}} block is automatically nested below the routing block. Use this block to select and configure the message options.
 {{NoteFormat|If multiple consecutive '''Play Message''' blocks are added beneath a routing block as treatments, Designer considers them as one single treatment.}}
@@ Line 196: / Line 196: @@
 If you choose to add a module-based treatment, a {{Link-SomewhereInThisManual|topic=SharedMod|anchor=top|display text=Shared Module}} block is automatically nested below the routing block. Use this block to select the shared module that will be used as a busy treatment. Note that you can only select a Self Service shared module.
-On the {{Link-SomewhereInThisVersion|manual=Designer|topic=Route|display text=Route Digital}} block, you can add a chat or email treatment. Depending on which type of treatment you add, a {{Link-SomewhereInThisVersion|manual=Designer|topic=ChatMessage|display text=Chat Message}} or {{Link-SomewhereInThisVersion|manual=Designer|topic=SendEmail|display text=Send Email}} block is automatically nested below the routing block. You can then use the block properties to set the treatment.
+On the {{Link-SomewhereInThisVersion|manual=Designer|topic=Route|display text=Route Digital}} block, you can add a chat treatment. This automatically adds a nested {{Link-SomewhereInThisVersion|manual=Designer|topic=ChatMessage|display text=Chat Message}} block below the routing block. You can then use the block properties to set the treatment.
-Busy treatments defined in routing blocks will loop automatically until a certain condition is met &ndash; such as the call is routed, the caller hangs up, or the timeout specified in the routing block expires &ndash; at which point the next block in the application is triggered.
+Busy treatments defined in routing blocks will loop automatically until a certain condition is met &ndash; such as the call is routed, the customer disconnects, or the timeout specified in the routing block expires &ndash; at which point the next block in the application is triggered.
 {{NoteFormat|After a busy treatment has been executed at least 10 times, Designer exits the routing block and moves to the next block if the average duration of the treatment is less than 1000 ms (for example, due to a missing audio file).}}
@@ Line 205: / Line 205: @@
 The {{Link-SomewhereInThisManual|topic=StartTreatment|anchor=top|display text=Start Treatment}} block also lets you specify a busy treatment, but it works a bit differently than the treatments used in the routing blocks.
-Typically, you would use this block in the Assisted Service phase when you want to start a busy treatment &mdash; for example, play an audio file to callers while they wait to speak with an agent &mdash; and then move on to the routing blocks, all without interrupting the playback to the caller.
+Typically, you would use this block in the Assisted Service phase when you want to start a busy treatment &mdash; for example, play an audio file to customers while they wait to speak with an agent &mdash; and then move on to the routing blocks, all without interrupting the playback to the customer.
 Things to keep in mind when using this option:
-*'''Don't define any additional treatments in the routing blocks that directly follow the Start Treatment block.'''
+*Don't define any additional treatments in the routing blocks that directly follow the '''Start Treatment''' block. You want the audio started by the '''Start Treatment''' block to continue playing while the routing blocks do their job. If a routing block starts another treatment, the treatment that is playing stops.
-*'''The Start Treatment block does not loop a module automatically.'''
+*The selected '''Self Service Shared Module''' will continue to loop until a new treatment is started, the interaction is routed or terminated, or the Assisted Service phase in which the '''Start Treatment''' block was started is exited.
-*:If you want to set up looping, you might need to use a {{Link-SomewhereInThisManual|topic=GoTo|anchor=top|display text=GoTo}} block in the module or find another way to loop it back. For example, you might add additional logic in the module to detect which mode it is being used in. This will expose an input parameter that controls whether the module loops internally or not. Or, you could clone the module and have a different looping logic defined in the cloned module. (However, take note that this option creates copies of the same logical module and might make maintenance more difficult.)
 |Status=No
 }}{{Section

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Build logic
+|DisplayName=Using the blocks
-|TocName=Build logic
+|TocName=Using the blocks
 |Context=Learn how functional blocks are used to build Designer applications.
 |ComingSoon=No
@@ Line 9: / Line 9: @@
 |Application=Designer
 |Section={{Section
-|sectionHeading=Working with blocks
+|sectionHeading=Build logic
-|anchor=palette
+|anchor=logic
 |alignment=Vertical
-|structuredtext=The '''Palette''' contains all of the blocks that you can use in Designer. They are organized into groups according to their function (each link takes you to a page where you can learn more about the blocks in that category):
+|structuredtext=The '''Palette''' contains all of the blocks that you can use in Designer. They are organized into groups according to their type of function. For example, the '''Routing''' section contains blocks related to routing functionality:
 *{{Link-SomewhereInThisManual|topic=LogicCtrlBlocks|anchor=top|display text=Logic and Control blocks}} add logical functions to applications, such as assigning variables, changing languages, or directing the application to other blocks.
@@ Line 24: / Line 28: @@
 *{{Link-SomewhereInThisManual|topic=SurveyBlocks|anchor=top|display text=Survey blocks}} enable you to set up and offer surveys to customers.
 You can drag any block from the '''Palette''' into the '''Application Flow''' and place it under the phase in which you want it to execute. If the block can be used in that phase, a placeholder block appears and you can drop the block to place it in that phase.
@@ Line 186: / Line 187: @@
 Certain blocks allow you to specify audio files or self-service type {{Link-SomewhereInThisManual|topic=SharedModulesBar|anchor=top|display text=shared modules}} as busy treatments.
-===Route Call and Route Agent blocks===
+===Routing blocks===
-The {{Link-SomewhereInThisManual|topic=RouteCall|anchor=top|display text=Route Call}} and {{Link-SomewhereInThisManual|topic=RouteAgent|anchor=top|display text=Route Agent}} blocks both have a '''Treatments''' tab where you can specify an audio file or a shared module as a busy treatment.
+The {{Link-SomewhereInThisManual|topic=RouteCall|anchor=top|display text=Route Call}}, {{Link-SomewhereInThisVersion|manual=Designer|topic=Route|display text=Route Digital}}, and {{Link-SomewhereInThisManual|topic=RouteAgent|anchor=top|display text=Route Agent}} blocks have a '''Treatments''' tab where you can specify a busy treatment.
 If you choose to add an audio-based treatment, a {{Link-SomewhereInThisManual|topic=PlayMessage|anchor=top|display text=Play Message}} block is automatically nested below the routing block. Use this block to select and configure the audio options.
@@ Line 194: / Line 195: @@
 If you choose to add a module-based treatment, a {{Link-SomewhereInThisManual|topic=SharedMod|anchor=top|display text=Shared Module}} block is automatically nested below the routing block. Use this block to select the shared module that will be used as a busy treatment. Note that you can only select a Self Service shared module.
 Busy treatments defined in routing blocks will loop automatically until a certain condition is met &ndash; such as the call is routed, the caller hangs up, or the timeout specified in the routing block expires &ndash; at which point the next block in the application is triggered.

← Older revision	Revision as of 13:59, April 21, 2021
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@@ Line 109: / Line 109: @@
 In general, block properties do not support ECMAScript expressions unless otherwise stated. If ECMAScript expressions are not supported, you must enter a value (a string that is taken as a literal). This value is not evaluated at runtime. For example, in the {{Link-SomewhereInThisManual|topic=PlayMessage|anchor=top|display text=Play Message block}}, the value of a TTS prompt is taken as a literal string.
 ===Supported Properties===
-The following lists blocks properties that support ECMAScript expressions:
+The following block properties support ECMAScript expressions:
-*{{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationPhases|anchor=initialize|display text=Initialize phase}} - User Variables
+*{{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationPhases|anchor=initialize|display text=Initialize phase}} - user variables
 *{{Link-SomewhereInThisManual|topic=Activity|anchor=top|display text=Activity block}} - Values in key-value pairs
 *{{Link-SomewhereInThisManual|topic=AssignVar|anchor=top|display text=Assign block}} - Assignments
-*{{Link-SomewhereInThisManual|topic=DataTable|anchor=top|display text=Data Table block}} - Lookup Key
+*{{Link-SomewhereInThisManual|topic=DataTable|anchor=top|display text=Data Table block}} - Defining a lookup key
 *{{Link-SomewhereInThisVersion|manual=Designer|topic=MenuOption|display text=Menu Option block}} - Set Variables
 *{{Link-SomewhereInThisManual|topic=Milestone|anchor=top|display text=Milestone block}} - Values in key-value pairs
@@ Line 143: / Line 146: @@
 <tt>numDays > 7 && (isSummer {{!}} {{!}} isAutumn)</tt>
 <br />