Genesys Schedule-based Routing (EE04) 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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Enable schedule-based routing

What's the challenge?

Ensuring that employees adhere to their schedules is a headache for contact center leaders. When staff are late taking breaks or starting different scheduled work, it impacts your service levels, your sales revenues and your costs.

What's the solution?

Routing interactions based on your workforce management schedules and staff skills can help ensure a better balanced workload for employees and improved schedule adherence.

Story and Business Context

Enrich any of the existing use cases handling inbound interactions with the ability to route calls based on WFM schedules. Doing so can help ensure a more-balanced multi-skill workload for agents and improvement in schedule adherence. Routing strategies can route based on the anticipated availability of an agent. For example, interactions are not routed to agents immediately before they are scheduled for a break or a meeting. This improves agent adherence and leads to better customer service and worker efficiency.

Use Case Benefits

Use Case Benefits Explanation
Improved Employee Attrition Rate Regard agent schedules including break times and shift end through schedule-based routing
Improved Employee Occupancy Enable accurate omnichannel forecasting and scheduling based on skills and schedules through the automated use of historical information and channel specific algorithms and schedule based routing
Reduced Handle Time Allow for more accurate and timely routing to the best agent through optimized scheduling with intelligent routing
Reduced Overtime Costs Improve schedule adherence and regard end of shift times through schedule based routing


Schedule-based routing is a powerful tool enabling contact centers to optimize employee satisfaction while reduce attrition and unnecessary overtime all while providing better coverage.

Use Case Definition

Business Flow

Business Flow Description

  1. The customer contacts the company by one of the following channels:
    1. Voice
    2. E-mail
    3. SMS
    4. Social
      • *Alternatively, a new task may be created by a 3rd party source system for distribution by the Genesys system
  2. One of the use cases for the corresponding channel, processes the call and determines the skill profile required to handle the interaction.
  3. The skill profile is matched with the corresponding activity in WFM
  4. Genesys will identify the agents, which are currently scheduled to work on this activity. Cut off times will be taken into account, i.e. an agent shortly before his break will not receive an interaction which usually has a long average handling time.
  5. Genesys will check if one of these agents is available. If yes, it will distribute the interaction to this agent
  6. If no, Genesys will queue the call until one of these agents becomes available or a time out is reached
  7. If the time out is reached, the distribution logic will continue with skill-based routing and subsequent target expansions as defined in the underlying use case.

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.