Task routing

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This topic is part of the manual Genesys Choice for version Current of System-Level Documentation.


Describes the Task routing add-on, its capabilities, and measurement in Genesys Choice.

The Genesys Task Routing (GTR) add-on provides the ability to implement a single routing platform for all interactions.

Metric specification

Billable item Number of 'workitem' interactions created within a billing period
Unit of measure Objects Count
Metric name gtr_interactions
Metric frequency Daily
Metric scope Global
Metric definition and capabilities A sub-type of interaction that is defined as a request and submitted to Genesys routing to route a task.

Note: The task does not actually need to be routed in order to be counted.

Capabilities

  • Submit interactions from external systems to Genesys Multicloud CX system.
  • Use Designer to create application to handle the classification, prioritization, and targeting the best available agents to handle the interactions.
  • Allow agents to handle interactions with screen pop to external applications.
  • Provide blended agents to handle all type of interactions including voice.
Data source Genesys Info Mart database
Deployment model One global instance of Genesys Info Mart database for each tenant