Genesys Chat Routing (CE18) 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 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 has become an invaluable tool in communicating with 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 can improve handle time, first contact resolution, agent utilization, and customer satisfaction.

Use Case Benefits

Use Case Benefits Explanation
Improved First Contact Resolution Improved First Contact Resolution by routing interactions to an expert through skills based routing
Improved Net Promoter Score Improved NPS by addressing customers requests in a timely manner through skills based routing
Increased Revenue Routing revenue-generating opportunities to best resources through skills based routing increases 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 web site on a specific topic. The request is routed to the best available agent depending on the subject and the agent skill. The agent will be provided with the customer context (requested subject).

Use Case Definition

Business Flow

The following flow describes the use case from the perspective of the main actors, i.e. the customer and the contact centre agent.

The following diagrams shows the business flow of the use case:

Business Flow Description

  1. The customer requests to chat with a live agent via the web page.
  2. Customer enters his data via a registration window. The data he can enter are: Last name, first name, nickname, subject and e-mail address.
  3. Genesys uses the subject to determine the parameters for routing of the chat request (see chapter “Distribution logic”).
  4. Genesys will check if last and first name is available from the customer
    • If the customer has not provided the information on first and last name the chat session will not be associated to any contact and no transcript will be saved or e-mailed to the customer.
  5. If the customer has entered his e-mail address, Genesys will search for the customer in the contact history. If no contact with the same e-mail address is available, Genesys will create a new contact. The current chat session will be associated to this contact and the chat transcript will be stored under this contact.
  6. The chat window will pop-up.
  7. Genesys checks if agents are logged in for the requested subject.
    • If no agents are logged in at all for the service chat is disconnected and customer is getting a disconnect message.
  8. If agents are logged in for the service, routing takes place.
  9. The customer gets a welcome message from Genesys system. Welcome text may depend on the subject.
  10. Genesys will search for an available chat agent. If no agent is available the chat interaction will be queued (see chapter “Distribution Logic” for the queuing logic)
    • until an agent becomes available. Comfort messages may be sent to the customer during wait time
    • customer ends the chat session (the business flow ends)
    • final timeout is reached, chat is ended and the customer is informed (the business flow ends)
  11. When the chat request is routed to an agent, he can either accept or ignore the chat interaction. If he does not accept the interaction, Genesys will attempt to route to another agent after a specific time out. The first agent will be set to not ready (RONA). Continue at step 9.
  12. If he accepts, the chat session between the agent and the customer is established. The agent can use standard responses based on the subject for the chat interaction with the customer.
  13. When the chat session is finished the agent can set a disposition code to register the outcome of the chat for reporting purposes.
  14. If the customer has provided his e-mail address during the registration process, he will receive a transcript of the chat session via e-mail (optional).

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.