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Designer User's Guide

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The following topics are defined for this manual but are not included in the list of topics: Bots Dashboard
This manual is for version Current of Routing.

Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.

Article Description
Article Description
Activity Block Add this block to the Self Service or Assisted Service phase of an application when you want to start or stop activity in a report.
Admin Learn how manage Administrator settings for Designer.
Designer Analytics Learn how Designer Analytics can provide you with a deeper insight into your contact center operations.
Application Details The Application Details dashboard provides details about how customers are moving through your application flows.
Application phases Application flows are comprised of sections of common blocks, known as application phases. Learn about the role each phase plays within the Designer application flow.
Applications Create new applications and make changes to existing ones.
Application Workflow Learn about the workflow Designer uses for developing applications.
Assign Variables Block Use the Assign Variables block to assign a new value or expression to user variables.
Automated Message Block Use the Automated Message block to send the customer a confirmation that their email was received.
Using Blocks Learn how to add blocks to the different application phases.
Bot Block Use the Bot block to add a chatbot to your application.
Bot Registry Use the Bot Registry to add and define the bot resources you want to use in your applications.
Business Control Dashboard The Business Control dashboard provides near real-time metrics on the runtime usage of Emergency Flags, Business Hours, Special Days, and Data Tables.
Business Controls Blocks The Business Controls blocks control the various operational aspects of your business.
Business Hours Block Use the Business Hours block to inform customers that your business is closed.
Business Controls The Business Controls pages help you to manage resources and settings that are specific to your site, such as Business Hours, Emergency Flags, Special Days, and Data Tables.
Book ASAP Callback V2 Use this block to set up immediate callbacks.
Callback Availability V2 This block checks if there are any available slots for the customer's preferred callback date and time.
Callback Blocks Learn about the Callback blocks available in Designer.
Cancel Callback V2 This block enables you to cancel a callback.
Check for Existing Callback V2 This block checks if an existing callback already exists for a customer's phone number in the specified virtual queue.
Book Scheduled Callback V2 This block can be used to book a scheduled callback.
Callback V2 Use the settings on this block to set up Callback (V2).
Callback VQ Watermark Block You can use this block to check the number of active callbacks that are currently queued for a specific virtual queue (VQ).
Call Data Block Use this block to read and write data that can be accessed from both inside and outside the application.
Change Language Block Use this block to change the language of the application and its associated audio resources.
Change Persona block Use this block when you want to dynamically change the persona being used by an application throughout the course of an interaction.
Chat Custom Message Block Use this block to send a custom chat message to a contact.
Chat Message Block Use this block to send a chat message to a contact.
Send Chat Transcript Block Use this block to send a transcript of the chat to the email address specified in a contact's profile.
Classify Block You can use this block to classify a digital interaction based on certain keywords in the content.
Click-to-Call-In Match Block Use this block to add Click-to-Call-In Match functionality to your application.
Custom Service Block Use this block to access a custom service that was created for you by Genesys.
Data Blocks The Data blocks help you to set up and manage various data handling functions within an application.
Data Tables Dashboard This dashboard displays the disposition data of your applications in a table.
Data Tables Learn about data tables and how you can use them in your applications.
Data Tables Block Use this block when you want an application to reference one of your data tables.
Debug Block Use this block to debug runtime logic that isn't running as intended.
Business Hours Set up and manage the hours of operation for your business.
Digital Resources Set up and manage digital resources for your applications, such as standard responses.
Durations Learn about the Durations dashboard and the reports it contains.
Emergency Flags Learn how to create and manage Emergency Flags that your application can use to handle emergency conditions.
Emergency Block Use this block to add a conditional emergency option to your application.
External Services Blocks The External Services blocks enable your application to interact with an external service, such as a custom service that Genesys has provided to your company, or an external system that stores and exposes data through a REST web service.
External Services Learn about the External Services dashboard and the reports it contains.
Common tasks Learn about common tasks for administrators in Designer.
File size limitations This page provides information about the maximum permitted file sizes for resources being uploaded or imported/exported from Designer. These limitations help to ensure that your operations continue to run efficiently with minimal interruption.
Get Chat Transcript Block This block enables you to store the contents of the latest chat transcript in a variable which can then be referenced at a later point in the application flow. For example, you might want to retrieve the chat transcript and send it to multiple email recipients.
Go To Block Use this block to jump to another block in the application.
Heatmap Learn about the Heatmap dashboard and the reports it contains.
HTTP REST Block Use this block to access an external system using a RESTful API over HTTP.
Inputs Learn about the Inputs dashboard and the reports it contains.
Logic and Control Blocks Use these blocks to add logic functions to an application.
Dashboard management Learn how to manage the Designer Analytics dashboards.
Media Resources Learn about managing media resources and collections.
Menu Option Block This block appears automatically in the Application Flow if at least one DTMF key is enabled in a Menu block. You can use it to set up handling for when the associated option is selected.
Menu Block Use the Menu block to present a list of choices to customers.
Milestone Block This block enables you to mark key moments while the application is running.
Partitions Setting up partitions enables you to control the resources that users have access to.
Path Learn about the Path dashboard and the reports it contains.
Personas Choosing a persona for your application can provide customers with a more personalized experience.
Play Message Block This block enables you to play a message to a customer. For example, you might play a greeting or provide some instructions.
Predictive Routing Block If your site is enabled for Genesys Predictive Routing, you can use the Predictive Routing block to route an interaction to the agent with the highest likelihood of a successful outcome.
Query VQs Block This block enables your application to determine the Estimated Wait Time (EWT) for multiple virtual queues.
Record Block This block enables you to control call recording. For example, you can start or stop recording when certain conditions are met.
Record Utterance Block This block enables you to capture a voice recording of a customer.
Reporting Blocks The Reporting blocks help you to manage certain reporting functions within an application, such as to start or stop an activity or indicate the progress of an application.
Return Block This block is used to return control from a Shared Module to the application (or Shared Module) that called it.
Route Agent Block This block enables you to route to an agent based on the specified Agent ID and Virtual Queue, Agent Login and SIP Switch, or Last Called Agent.
Route Call Block Use this block to route calls to an agent based on various criteria.
Route Digital Block Use this block to route digital interactions to agents based on various routing criteria.
Routing Algorithms Learn about the different types of routing algorithms that you can select in the Route Call and Route (Digital) blocks.
Routing Blocks Use the Routing blocks to specify how an interaction should be routed when certain conditions are met.
Routing Analysis Learn about the Routing Analysis dashboard and the reports it contains.
Sankey Path Analysis Learn about the Sankey Path Analysis dashboard and the reports it contains.
Saving and Publishing Your Application Learn how to save, validate, and publish your applications.
Session Detail Records Learn about the Session Detail Records dashboard and the reports it contains.
Session Detail Record (SDR) Fields Reference This page lists some of the most commonly used Session Detail Record (SDR) fields. It is not intended as a comprehensive list of all SDR fields used by Designer.
Permissions and Access Learn about the various roles and permissions in Designer.
Segmentation Block This block enables an application to take a different path when certain conditions are met.
Send Email Block This block enables an agent to send an email to the customer.
Send SMS block The Send SMS block lets you send an SMS (Short Message Service) message to a customer. To use this block, your site must be enabled for Digital Channels. For more information, contact your Genesys representative.
Shared Modules Learn how to manage shared modules, which are small pieces of applications that you can use in other applications.
Shared Module Block Use this block when you want to reference a Shared Module in an application.
SMART Inbound Voice Routing Application The SMART Inbound Voice Routing application is a baseline application designed to operate with multiple profiles that you can define and manage using Business Controls.
Special Days Set up and manage Special Days (such as holidays) that you can reference in your applications.
Special Day Block Use this block to define holidays and other special days.
Speech Grammars A speech grammar defines the list of phrases or options that the caller can input when they use your application.
Spikes Learn about the Spikes dashboard and the reports it contains.
Start Treatment Block Use this block to play an uninterrupted busy treatment to a customer as their call is being routed.
Statistic Block Use this block to retrieve statistics that can be used for routing interactions.
Summary Learn about the Summary dashboard and the reports it contains.
Sunburst Path Analysis Learn about the Sunburst Path Analysis dashboard and the reports it contains.
Survey Blocks These blocks help you to set up and offer surveys to customers.
Surveys The reports on this dashboard provide information related to your survey applications.
Setup Survey Block Use this block to set up a survey that you can offer to customers.
Terminate Call Block Use this block to end the call and jump directly to the Finalize phase of the application.
Terminate Block (Digital) Use this block to end the interaction and jump directly to the Finalize phase of the application.
Transfer Block This block enables you to transfer a call to another destination.
Troubleshooting This page describes how to generate network logs from different types of browsers. If you are experiencing issues with Designer, this information can be used to assist with troubleshooting.
Transaction List Block Use this block when you want to assign transaction list values to variables.
User Input Block This block enables you to collect information from the customer.
User Interaction Blocks These blocks help you to interact with customers, such as by offering menus, collecting information, or playing messages.
Validate Phone Number Block Use this block with Callback to validate phone numbers and provide support for international phone numbers.
Variables Learn how to use variables in Designer.
Voice Mail Block Use this block to route calls to voicemail.

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