Route chats to a team (PureEngage)

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This topic is part of the manual Altocloud Administrator's Guide for version Current of Altocloud.

Configure which PureEngage team receives chats when customers respond to proactive chat offers from Altocloud.

Configure routing for PureEngage Cloud

1

Prerequisite: To ensure that Altocloud routes chats to the team only when there is an agent available to receive the chat, the Estimated Wait Time (EWT) Service must be deployed for your organization. For more information, see Estimated Wait Time.

  1. Click the team of agents that should address chats from this action map. Each team corresponds to a queue in your contact center. The team you select appears blue.
  2. To ensure that Altocloud presents the chat only if agents are available to engage with the customer, turn on the Team Availability button.
Important
  • If you do not select a specific team to route to, Altocloud sends all chats from this action map to a default or general queue for your team.
  • If you do not turn on the Team Availability button, Altocloud sends the chat to the team regardless of whether an agent in the team is available or not.
  • If an agent has any status other than logged off, Altocloud considers the agent available to receive chats.


Configure routing for PureEngage Premises

1

Prerequisite: To ensure that Altocloud routes chats to the team only when there is an agent available to receive the chat, the Agent Pacing Service must be deployed for your organization. For more information, see About the Agent Pacing Service Deployment Guide.

  1. Click the team of agents that should address chats from this action map. Each team corresponds to a queue in your contact center. The team you select appears blue.
Important
  • If you do not select a team, Altocloud sends all chats from this action map to a default or general queue for your team.