Set up Genesys Task Routing
Learn how to set up Genesys Task Routing so you can submit and manage workitems from an external source like Salesforce.
Genesys Task Routing allows you to submit workitems to Genesys from an external source, such as Salesforce or NetSuite. Once these external workitems are entered in the Genesys system, you can treat them like other Genesys interactions. For example, you can route workitems to the best-skilled agent using a Designer application. You can also get interactions that were processed by an agent in Agent Desktop, including automated third-party application screen pop-ups. Reporting is available through Genesys CX Insights.
Genesys Task Routing is integrated with other Genesys solutions and it can support blended agents handling chat, email, voice and so on, at the same time they manage workitems.