Genesys Chat Routing (CE18) for Genesys Cloud

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This topic is part of the manual Genesys Cloud Use Cases for version Public of Genesys Use Cases.
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Route chat interactions to the best skilled resource

What's the challenge?

When customers can’t find the answers they need on your website, they want to speak with someone who answer their questions in real time. Online consumers prefer web chat over other channels of communication. Failure to offer a live chat option results in lost sales and lower customer experience scores.

What's the solution?

With just a single click, Genesys Chat Routing provides your digital customers immediate access to live help. And because Genesys Chat uses skills-based routing, chat requests can be intelligently routed to the individual best equipped to help.

Story and Business Context

The web chat channel is an invaluable tool for communicating and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support. With this solution, Genesys improves handle time, first contact resolution, agent utilization, and customer satisfaction.

Use Case Benefits

Use Case Benefits Explanation
Improved Employee Occupancy Agents can handle multiple chat sessions simultaneously and blend chat with other channels to increase their occupancy.
Improved First Contact Resolution Improved First Contact Resolution by routing interactions to an expert through skills based routing
Increased Revenue Timely and convenient access to chat helps customers complete orders, reducing abandoned transactions and increasing revenue.
Reduced Handle Time Routing chats to the right skilled agents through skills-based routing reduces handle time.


The customer can request a chat session with an agent from the company's website on a specific topic. The request is routed to the best available agent, depending on the subject and the agent skill. The agent is provided with the customer context (requested subject).

Use Case Definition

Business Flow

This flow describes the use case from the perspective of the main actors. For example, the customer and the contact center agent. The diagram shows the business flow of the use case:

Business Flow Description

  1. The customer requests to chat with a live agent via the webpage.
  2. The chat pop-up window opens for the customer.
  3. Based on chat configuration, the customer receives a welcome message from Genesys.
  4. Genesys searches for an available chat agent.
    • If no agent is available, the chat interaction is queued until an agent becomes available.
    • If the customer ends the chat session, the business flow ends.
  5. When an agent becomes available, the chat request is routed to an agent.
  6. The agent either accepts or ignores the chat interaction. If the agent does not accept the chat interaction, after a specified timeout Genesys attempts to route it to another agent (Step 4) and sets the first agent to Not Responding.
  7. If the agent accepts the chat interaction, the chat session between the agent and the customer is established. The agent can use standard responses based on libraries that are available to them for the chat interaction with the customer.
  8. When the chat session ends, the agent can set a disposition, or wrap-up, code to register the outcome of the chat for reporting purposes.

Related Documentation

For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.