The eServices blocks are used to create a routing workflow for specialized processing of multimedia interactions. Also see the topic: IRD Functionality Included in Composer.
|Composer Route Block Name||Block Has Usable Output Data to be used in App?||Purpose|
|Analyze||Yes||Starting with release 8.1.410.14, Composer adds an Analyze block for enhanced content analysis.|
|Chat Transcript||Yes||Generates a reply e-mail to a chat interaction and attaches a chat transcript.|
|Classify Interaction||Yes||Classifies a text-based interaction based on content, and attach one or more Classification categories to the interaction.|
|Create E-mail||Yes||Creates an e-mail to be sent out|
|Email Forward|| No
Redirect E-mail Reply from External Resource
|The Forward Type property specifies the type of functionality by allowing you to select Forward, Reply to Customer, or Redirect.|
|Email Response|| Auto-acknowledgement
Autoresponse Create Notification
|Combines the functionality of IRD's Acknowledgement, Autoresponse, and Create Notification objects.|
|Create Interaction block||Yes||Creates an interaction record in the Universal Contact Server Database for a customer contact.|
|Create SMS||Yes||Creates a Short Message Service (SMS) message via an external SMS server|
|External Service(ESP)||Yes||Exchanges data with third party (non-Genesys) servers that use the Genesys Interaction SDK or any other server or application that complies with Genesys Interaction Server (GIS) communication protocol.|
|Find Interactions||Yes||Get the list of interactions matching some specific condition.|
|Identify Customer||Yes||Identifies a contact based on the interaction User Data. Returns a list of matching Contact IDs based on the User Data. Creates a contact record in the UCS Database or update the UCS Database record of the matching contact|
|Queue Interaction||No||Places a non-voice interaction in an existing queue|
|Route Interaction||No||Sends a non-voice interaction to one or more target objects: Agent, AgentGroup, PlaceGroup, Skill, or target contained in a variable.|
|Render Message||Yes||Requests Universal Contact Server to create message content.|
|Send E-mail||No||Sends an -email message created with Create E-mail block|
|Screen Interaction||Yes||Screens a text-based interaction for specific content (specific words or patterns)|
|Set Agent State||No||Dynamically manage agent resource states via ESP methods.|
|Send SMS||No||Send an SMS message created using the Create SMS block|
|Stop Interaction||No||Sends a request to Interaction Server to stop processing this interaction.|
|Update Contact||No||Updates customer profile information in the UCS Database, based on data attached to an interaction.|
|Update Interaction||No||Sends a request to Interaction Server to update or delete interaction attributes.|
|Update UCS Record||No||Updates the properties of an interaction in the Universal Contact Server database. Can be used for both interactions currently in process and interactions already processed.|
Special Note on Validation and Off-Line Mode
When using Composer in offline mode (not connected to the Configuration Server), you can edit block properties that depend on information from Configuration Server. Later, when you connect to Configuration Server and validate the Interaction Processing diagram, Composer will validate the values you entered in off-line mode.
eServices ECMAScript Functions
These functions are available for use in Expression Builder.
- For classification segmentation, an ECMAScript function determines if a particular category name or ID exists in the array of category objects represented by an application variable. This variable can be the output of the Classify Interaction block, enabling the Branching block to be used for segmentation based on category.
- For manually attaching categories to an interaction, the User Data block can be used and then a branching block can be (optionally) used to segment interactions to different logical branches based on the different categories.
For a summary of the eServices blocks, see Composer Equivalent to IRD Multimedia.