View table: SMART_DistributionImageFlow

|- ||1 ||The customer calls one of the numbers of the contact center, and is prompted to verify their identity. |- ||2 ||The caller's telephone number (ANI) is identified |- ||2a ||If a match is found for the ANI, the caller is prompted to enter their date of birth (DoB) or Social Security Number (SSN) for identify verification. |- ||2b ||If an ANI match is not found, the system could perform a data dip or CRM integration to look up the caller's account. |- ||3a ||Once the caller has been verified, they are transferred to the Verified ACD queue. |- ||3b ||If the caller cannot be authenticated automatically, they are transferred to an Unverified queue where an agent would manually verify their identity. |- |4 |Once the caller is placed into queue (either verified or unverified), the system checks to see if there are any appropriate agents available. |- |5 |If appropriate agents are available, the caller would be connected. If no agents are available, the caller could be offered a callback option to retain their place in queue. |- |6 |If preferred agent routing is enabled, the system attempts to connect the caller to their preferred agent first. If not, the caller would be connected to the next available agent. |- |6a |If preferred agent routing is not enabled, the caller will be routed to the next available agent. |- |7 |The system retrieves the scores for available agents. |- |8 |The system waits for the predefined timeout |- |8a |If an agent is found within the timeout, the caller is connected to the appropriate agent |- |8b |If an agent is not found within the timeout, the caller is queued to a secondary group of agents. |}

|- ||1 ||Genesys calculates the Expected Waiting Time (EWT) for the call. |- ||2 ||The Expected Wait Time is announced to the customer based on predefined intervals and pre-recorded announcements. (optional) |- ||3 ||Genesys Cloud CX offers a callback option to the caller. |- |4 |The caller can choose to wait in queue, or keep their place in queue by leaving a callback. |- |4a |Genesys Cloud CX sets a high priority to the caller and delivers the callback to the next available agent. |- |4b |If the caller declines the callback, they remain in queue until the next available agent is available. |- |5 |The caller is placed into queue with the appropriate skills captured from the IVR and data dip. |- |6 |ACD routes the caller to the best fit skilled agent. |- |7 |The caller is connected to the agent once they become available. The agent has access to the callers information entered in the IVR or via data dip. |- |8 |The agent completes the call and selects a disposition code that can be used for reporting purposes. |- | | |}

1. Distribution of a work item/lead.
2. If the work item/lead attributes include a preferred employee, Genesys attempts to distribute the work item/lead to this employee until reaching the configurable time-out. The item distributes to its primary target. The primary target defined by all employees with a specific skill or skill level, after the time-out.
3. Genesys expands distribution to the 'reception skill' or a catch-all skill expression, in the event the item fails distribution to the primary target within a configurable time-out.
4. Genesys expands distribution to the tertiary target, in the event the item fails distribution to the secondary target within a configurable time-out.
5. Genesys waits for an employee satisfying the skill/skill level requirements for the expanded target until the work item/lead distributes.

The SLA defines input parameters. Time-out values for the overflow logic are also related to the SLA and defined by SLA. See the topic under 'Priority Rules'.

1. The system checks whether any agents corresponding to the target are logged in. If no agents are logged in, the flow will continue with step 8.
2. If agents are logged in, the call is queued to the first target.
3. The system checks whether any agents are available.
4. If agents with the required target are available, the call will be distributed to the available agent who is longest idle.
5. If no agent is available, music is played while the caller is in queue.
6. The priority is increased according to priority tuning parameters.
7. The system checks whether the target timeout has expired (if configured). If the timeout has not expired, the call continues to wait for an available agent.
8. If the timeout has expired, then the system checks whether an additional target has been configured. If no additional target has been configured, the call continues to wait for an available agent.
9. If the next target is still internal, Genesys will attempt to distribute to the expanded target. Up to a maximum of two iterations of target expansion can be configured. The flow continues at step 1.
10. If the next target is configured to be an external number, the call will be forwarded to this number.

|- !|Nr. !|Description |- ||1 ||The customer calls one of the numbers of the contact center. |- ||2 ||The IVR determines the type of request (or service) and the customer ID (out of scope for this use case). |- ||3 ||Genesys performs a check if the customer calls within the business hours for his requested service. The call may be: Within business hours/ After hours/ On special days (e.g. public holidays). In the last two cases, a corresponding announcement is played. The caller is either disconnected or deflected to a different number inside or outside of Genesys for further processing. |- ||4 ||Genesys performs a check if an Emergency Condition is activated for the call. In this case, a corresponding announcement is played and the call is either disconnected or deflected to a different number inside or outside of Genesys for further processing. |- ||5 ||The expected wait time is calculated. If the expected wait time is beyond a configured threshold, a corresponding announcement is played and the call is either disconnected or deflected to a different number inside or outside of Genesys for further processing. |- ||6 ||A quality message is played to satisfy compliance requirements. |- ||7 ||Up to two special messages are played which depend on the type of request and the customer context. |}

|- !|Nr. !|Description |- ||1 ||Genesys calculates the Expected Waiting Time for the call. |- ||2 ||If the EWT is beyond a configurable threshold, the flow returns to the main flow to determine further processing. |- ||3 ||The Expected Wait Time is announced to the customer based on predefined intervals and pre-recorded announcements. |}

|- !|Nr. !|Description |- ||1 ||Genesys determines if Last Agent Routing is activated for the call (configurable by type of request and context data, such as customer segment). |- ||2 ||If Last Agent Routing is activated, Genesys verifies if the customer has spoken to an agent for the current type of request within a configurable time period. In case of a matching entry, Genesys attempts to distribute to this agent. After a configurable timeout the call continues with the distribution to the skill. |- ||3 ||Genesys calculates the Expected Wait Time (EWT) for the call based on a distribution to the primary target group of all agents being able to handle the service (without any supplementary skill). If the EWT is above a configurable threshold, the routing logic immediately continues with the secondary target group. |- ||4 ||Genesys checks if a supplementary skill is required based on the customer context data. |- ||5 ||In this case, Genesys queues the call for all agents within the primary target group who also have the supplementary skill. If an agents becomes available before the configurable timeout is reached, the call is distributed to this agent. Otherwise, the target is expanded to the full primary target group. |- ||6 ||Genesys targets all agents within the primary target group. If an agents becomes available before the configurable timeout is reached, the call is distributed to this agent. Otherwise, the target is expanded to the secondary target group. |- ||7 ||Genesys targets all agents within the secondary target group. If an agents becomes available before the configurable timeout is reached, the call is distributed to this agent. Otherwise, the target is expanded to the tertiary target group. |- ||8 ||Genesys targets all agents within the tertiary target group until an agent becomes available. |- ||9 ||When an agent becomes available, Genesys distributes the call to this agent. |}

|- !|Nr. !|Description |- ||1 ||When the call is distributed to the agent, all relevant information on the call and the customer context is displayed at the agent workspace. |- ||2 ||The agent handles the customer request. ||. |- ||3 ||The customer may not have identified and verified upfront, but his request may require identification and potentially verification. In this case, the agent can handle this manually via a third party system (outside of the scope of this use case). |- ||4 ||Once the customer is identified (and verified), the agent can update the customer Id and Verification status in Genesys. The customer context is retrieved from Genesys and displayed to the agent. |- ||5 ||After the conversation, the agent can set the call outcome including the information whether he acted on a specific lead (if part of the customer’s context data). This information is used for reporting purposes. |- ||6 ||Additionally, the information is updated in Context Services to avoid that the customer is presented with the same lead when he calls again. |}

1. The system checks if the email is a reply email.
   1. If yes, and last agent routing is activated for the category, the system waits for the last agent. If the last agent is not available within a configurable time-out, the system targets all agents with the required skill set for the category of the email.
2. The system waits for the best fit agent defined by the skill and skill level for the requested subject until a specified timeout is reached. The required skill and skill level is defined per category.
3. The potential pool of agents is expanded via reducing the requested minimum skill level. The system will wait for an agent until a second timeout is reached.
4. The potential pool of agents is expanded via reducing the requested minimum skill level. The system will wait for an agent until a third timeout is reached.
5. The potential pool of agents is expanded a last time via reducing the requested minimum skill level.

1. The system will queue the chat request.
2. Once an agent with the required skill / skill level becomes available, the chat will be distributed to the agent.
3. If it cannot be distributed before the timeout, a comfort message can be sent automatically to the customer.
4. The potential pool of agents can be expanded via expanding the requested skill levels. The system will wait for an agent until a second timeout is reached. If the timeout is reached, a second comfort message can be sent automatically to the customer. Up to two expansions/comfort messages can be configured.

1. The system waits for the best fit agent defined by the skill and skill level for the requested subject until a specified timeout is reached. The required skill and skill level is defined per category.
2. The potential pool of agents is expanded via reducing the requested minimum skill level. The system will wait for an agent until a second timeout is reached.
3. The potential pool of agents is expanded via reducing the requested minimum skill level. The system will wait for an agent until a third timeout is reached.
4. The potential pool of agents is expanded a last time via reducing the requested minimum skill level.

1. A task needs to be distributed.
   
2. The task targets the primary agent based on the skills assigned on the task. This is typically the best-skilled employees for this task.
3. If the task cannot be distributed to the primary target within the defined period, Genesys expands distribution to the secondary target.
4. If the task cannot be distributed to the secondary target within the defined period, Genesys expands distribution to the tertiary target.
5. Genesys waits for an employee satisfying the skill and skill level requirements for the tertiary target until the task can be distributed.

1. The system checks whether any agents corresponding to the requested skill and skill level are logged in. If no agents with the requested skill and skill level are logged in, the flow continues with step 4.
2. The system checks whether any agents are available.
3. If agents with the required skill/skill level are available, the call is distributed to the highest skilled available agent who is idle for the longest time.
4. If no agent is available, the system plays music while the caller is in queue.

1. The caller calls one of the contact center numbers.
2. The IVR determines the type of request (or service) and the customer ID (out of scope for this use case).
3. Genesys performs a check if the call is within the business hours for the requested service. The call may be:
   • Within business hours
   • After hours
   • On special days (e.g. public holidays)
   • In the last two cases, a corresponding announcement is played. The caller is either disconnected or deflected to a different number inside or outside of Genesys for further processing.
4. Genesys checks if an emergency condition is activated for the call. In this case, a corresponding announcement is played and the call is either disconnected or deflected to a different number inside or outside of Genesys for further processing.
5. The expected wait time is calculated. If the expected wait time is beyond a configured threshold, a corresponding announcement is played and the call is either disconnected or deflected to a different number inside or outside of Genesys for further processing.
6. A quality message is played to satisfy compliance requirements.
7. Special messages, which depend on the type of request and the context, are played.

Conversation Flow

1. The agent handles the caller's request.
2. The caller may not have identified and verified up front, but the request may require identification and potentially verification. In this case, the agent can handle this manually via a third-party system (outside the scope of this use case).
3. Once the caller is identified and verified, the agent can update the customer ID and verification status in Genesys. The customer context is retrieved from Genesys and displayed to the agent.
4. After the conversation, the agent can set the call outcome including the information about whether they acted on a specific lead (if part of the caller's context data). This information is used for reporting purposes.