Genesys Email Routing (CE16) for Genesys Engage on premises

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This topic is part of the manual Genesys Engage on-premisess Use Cases for version Public of Genesys Use Cases.
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Route email interactions to the best skilled resource

What's the challenge?

When customers take the time to send an email, they expect a quick, personalized response. But as the volume of email interactions increases, you struggle to provide timely and helpful responses. Trust in email as a reliable communication channel is declining among your customers and employees.

What's the solution?

Automatically distribute emails to the best-fit agent based on content analysis and keywords. Genesys Email Routing streamlines your response process using email automation functionality that enables you to monitor, measure, and optimize your email flow to create a better customer experience.

Story and Business Context

Email is still one of the most reliable and desired ways for customers to interact with companies for support. It is an essential avenue for companies to serve and engage with customers while providing a consistent and positive customer experience. Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction by routing email interactions to the best agent, systemizing automatic acknowledgement, automating responses, and supporting the ability for supervisors to quality review agent responses for training, coaching, and to support the company’s goals for the ideal customer experience.

Use Case Benefits

Use Case Benefits Explanation
Improved First Contact Resolution Direct interactions to an expert through skills based routing improves First Contact Resolution
Improved Net Promoter Score Address customers requests in a timely manner through skills based routing improves Net Promoter Score
Increased Revenue Route revenue generating opportunities to best skilled resources through skills based routing increases revenue
Reduced Handle Time Reduce handle time by routing emails to agents with the right skills


A customer sends an email to a company email address. The email is captured by the Genesys system and a content analysis is performed to assign a category to the email. It is then queued to the best available agent with the skill set corresponding to the category. After the agent has compiled the email answer, a supervisor may review the email depending on the agent. Priority tuning functionality can improve the service level adherence to customer's emails. The reporting functionality of this use case provides management visibility into the email interaction channel to drive further improvements.

The use case includes the optional enhancement to use Natural Language Processing to identify the email category. This requires additional licenses and services efforts.

Use Case Definition

Business Flow

(1) This flow describes the use case from the perspective of the user and contact center agent.

The diagram shows the business flow of the use case:

Business Flow Description

  1. A customer sends an email to one of the public addresses (such as monitored by the Genesys Email solution. Alternatively he can submit an email using a web form based on Genesys widgets.
  2. Genesys periodically checks corporate inboxes for new emails using POP3, IMAP, or Exchange Web Services Protocol.
  3. The new email is captured by Genesys including “From”, “To”, and “Subject” as metadata.
  4. Genesys verifies if the corresponding user already exists as a contact within the Genesys Universal Contact History (by email address). If the contact does not exist yet, Genesys creates the contact. The email and any answer by the agent is attached to the contact.
  5. The system verifies if the “From” email address is on the email blacklist. Emails from blacklisted email addresses are not distributed to agents.
  6. The system checks if the email is a new email or a reply email.
    • In the case of a new email, the system analyzes the content to classify the email.
    • In the case of a reply email from the customer, the system attempts to route to the previous agent.
    • In the case of an automatically generated reply email, the email is not distributed to an agent and the flow stops.
  7. The system sends out a receipt acknowledgement email to the customer with a predefined template for the “To” address.
  8. Once an agent with the requested skill is available, the email is routed to the agent's workspace application with screen pop showing “From”, “To”, and “Subject” information. Any available contact information from the Genesys Contact History (customer name, for example) and previous contact history is also displayed.
  9. Once the agent reads the email, he or she needs to decide if a reply is needed.
    • If no reply is needed, the agent marks the email as done.
    • If a reply is needed, the agent creates an outbound reply email, potentially using a standard response template.
  10. The agent sets a disposition code to mark the business outcome for reporting purposes.
  11. After the agent sends the email, the email can be passed to a supervisor for review before sending it to the user. The decision is made based on the agent.

Business Flow

(2) Email Auto Response

Business Flow Description 1. The consumer sends an email to one of the company's email addresses.

2. The Genesys system monitors the mailboxes that handle these consumer messages.

3. When a message arrives, the request is captured with context data, and the routing strategy determines how to handle the request. The strategy tries to identify the consumer in Genesys contact history. If the consumer does not yet exist in the database, a new record is created. Optionally, a web form gathers additional information (such as language) about request elements such as case, reason for contact, and location.

4. The original message is stored in the Genesys contact history.

5. If this is a new message (not a reply), the content analyzer compares the message to a series of models to determine the intent (classification) of the message. It may also use models to determine sentiment and actionability of the message. The result of these comparisons is a numeric confidence level from 1 - 100.

• If the inbound email is a web form email and the Language field is populated, then the content analyzer model uses the specified language.

• If the language in the user data is not populated (either because it comes from a direct email server or because the web-form cannot ascertain the language), the Language Classification model classifies the language.

• The content analyzer model (root category configured in OPM) and language are determined.

6. Depending on the confidence level, Genesys takes one of the following actions:

• Sends an automated response to the consumer.

• Sends a suggested response to a live agent for their review.

• Sends the message to an agent allowing them to manually select a standard response. Optionally, responses can contain links to Knowledge Center for related content (requires Knowledge Center).

7. If the confidence level falls below the auto-response threshold, the system sends the email interaction for distribution to an agent. See Engage/CE16 Email Routing (CE16).

8. If the confidence level exceeds the threshold, the system sends the automated response to the consumer, ideally using the original To: address as the From: address, enabling the consumer to respond easily.

9. Genesys stores the response in the contact history.

10. If the incoming email is a reply to a previously sent response, the message is routed directly to an agent, bypassing the review steps 5 and 6.

11. The agent receives the customer message (with or without a suggested response) and reviews any response for accuracy and relevance.

12. The agent can include the suggested response in their reply. If a suggested response is not available, the agent creates the response and sends it to the customer. If no reply is needed, he finishes the interaction by simply entering “Mark Done”.

13. The agent records the outcome of the interaction for reporting purposes.

14. Genesys stores the response in the contact history.

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.