ATC/Current/AdminGuide/Route - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:27:34Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Ed.jamer@genesys.com: Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

2021-11-09T21:16:47Z

Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [pP]remises?" to "Gxxx Exxx on-premises"

2021-11-09T21:08:31Z

Text replacement - "Genesys Engage [pP]remises?" to "Gxxx Exxx on-premises"

Gayathri.jaishankar@genesys.com: Published

2021-10-26T10:40:36Z

Published

Barbara.martin@genesys.com: Published

2021-05-25T15:11:42Z

Published

Barbara.martin@genesys.com: Published

2021-02-22T19:36:10Z

Published

Barbara.martin@genesys.com: Published

2021-02-19T14:57:38Z

Published

Barbara.martin@genesys.com: Published

2020-11-20T18:18:45Z

Published

Barbara.martin@genesys.com: Published

2020-11-20T15:02:24Z

Published

Barbara.martin@genesys.com: Published

2020-11-20T14:45:51Z

Published

@@ Line 8: / Line 8: @@
 |Prereq='''Prerequisites'''
-*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud:]
+*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
 **'''Journey '''>''' Action Map '''>''' Add''', '''Delete''', '''Edit''', and '''View''' (to create action maps)
 **'''Journey '''>''' Action Target '''> '''View''' (to select a team to handle interactions from the action map)
@@ Line 20: / Line 20: @@
 *Only use the '''Route if agents available''' option for web chat engagements that you don't intend to route to a bot.
 *Multiple action maps can route to the same target queue.
-*{{MintyDocsProduct}} does not use workforce management (WFM) or Workforce Engagement Management (WEM) data to power the service level throttling / "Route to agent if available" feature. For Genesys Cloud customers, {{MintyDocsProduct}} uses the real-time presence status of agents that the analytics APIs provide. The status is available for all Genesys Cloud customers and the WFM or WEM features do not impact it directly. |}}{{MintyDocsProduct}} allows chat offers when the following criteria are met:
+*{{MintyDocsProduct}} does not use workforce management (WFM) or Workforce Engagement Management (WEM) data to power the service level throttling / "Route to agent if available" feature. For Genesys Cloud CX customers, {{MintyDocsProduct}} uses the real-time presence status of agents that the analytics APIs provide. The status is available for all Genesys Cloud CX customers and the WFM or WEM features do not impact it directly. |}}{{MintyDocsProduct}} allows chat offers when the following criteria are met:
 *Action map conditions are met.
@@ Line 29: / Line 29: @@
 *Chat is within {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|display text=scheduled}} hours.
-{{MintyDocsProduct}} calculates the [https://help.mypurecloud.com/glossary/?p=1283 service level] based on the queue's configuration in Genesys Cloud.
+{{MintyDocsProduct}} calculates the [https://help.mypurecloud.com/glossary/?p=1283 service level] based on the queue's configuration in Genesys Cloud CX.
 |FAQHeading=How does Predictive Engagement ensure that an agent is available to chat with a visitor?
 |Status=No

@@ Line 25: / Line 25: @@
 *URL conditions are verified.
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=How_throttling_works|display text=Throttling}} allows the chat. By default, throttling aims to have 80% of chats answered within 20 seconds.
-**For Gxxx Exxx on-premisess customers only, the [[ATC/Current/PacingServiceDeployment|Agent Pacing Service]] determines agent availability.
+**For Genesys Engage on-premisess customers only, the [[ATC/Current/PacingServiceDeployment|Agent Pacing Service]] determines agent availability.
 *Agents are on queue.
 *Chat is within {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|display text=scheduled}} hours.

@@ Line 25: / Line 25: @@
 *URL conditions are verified.
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=How_throttling_works|display text=Throttling}} allows the chat. By default, throttling aims to have 80% of chats answered within 20 seconds.
-**For Genesys Engage Premises customers only, the [[ATC/Current/PacingServiceDeployment|Agent Pacing Service]] determines agent availability.
+**For Gxxx Exxx on-premisess customers only, the [[ATC/Current/PacingServiceDeployment|Agent Pacing Service]] determines agent availability.
 *Agents are on queue.
 *Chat is within {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|display text=scheduled}} hours.

@@ Line 37: / Line 37: @@
 |alignment=Horizontal
 |Media=Image
-|image=RouteToTeamEWT.png
+|image=RouteToTarget.png
 |structuredtext=Select the agent queue to receive chat engagements from this {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps|display text=action map}}. You can select any [https://help.mypurecloud.com/articles/?p=73 queue] that is available in your contact center.
@@ Line 44: / Line 44: @@
 *If chatbots are handling interactions, do not turn on the '''Route if agents available''' option.|}}{{NoteFormat|For more information about advanced routing, see {{#mintydocs_link:topic=Solution/ChatSolutions|standalone}}.|2}}
 |Status=No
 }}{{Section
 |sectionHeading=Unavailable queues

@@ Line 2: / Line 2: @@
 |Standalone=No
 |DisplayName=Route an action map to an agent queue
-|TocName=Route an action map
+|TocName=Route to agent queue
 |Context=Learn how to route an action map to an agent queue for chat offers.
 |ComingSoon=No
@@ Line 19: / Line 19: @@
 *Genesys Predictive Engagement can offer web actions, such as web chats and content offers, every 10 seconds. Visitors may experience a delay in receiving these types of offers.
 *Only use the '''Route if agents available''' option for web chat engagements that you don't intend to route to a bot.
-*Multiple action maps can route to the same target queue.|}}{{MintyDocsProduct}} allows chat offers when the following criteria are met:
+*Multiple action maps can route to the same target queue.
 *Action map conditions are met.
@@ Line 43: / Line 44: @@
 *If chatbots are handling interactions, do not turn on the '''Route if agents available''' option.|}}{{NoteFormat|For more information about advanced routing, see {{#mintydocs_link:topic=Solution/ChatSolutions|standalone}}.|2}}
 |Status=No
 }}{{Section
 |sectionHeading=Unavailable queues

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Route an action map to a target
+|DisplayName=Route an action map to an agent queue
 |TocName=Route an action map
 |Context=Learn how to route an action map to an agent queue for chat offers.
@@ Line 28: / Line 28: @@
 *Chat is within {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|display text=scheduled}} hours.
 {{MintyDocsProduct}} calculates the [https://help.mypurecloud.com/glossary/?p=1283 service level] based on the queue's configuration in Genesys Cloud.
 |FAQHeading=How does Predictive Engagement ensure that an agent is available to chat with a visitor?
 |Status=No
 }}{{Section
-|sectionHeading=Route to a target
+|sectionHeading=Specify agent queue
 |anchor=RoutetoTarget
 |alignment=Horizontal
 |Media=Image
 |image=RouteToTeamEWT.png
-|structuredtext=#Click the queue to receive engagements from this action map. You can select any queue that is available in your contact center. For more information about unavailable targets, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Route|anchor=unavailableTargets|display text=Unavailable or unselected targets}}.
+|structuredtext=Select the agent queue to receive chat engagements from this {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps|display text=action map}}. You can select any [https://help.mypurecloud.com/articles/?p=73 queue] that is available in your contact center.
-#To ensure that {{MINTYDOCSPRODUCT}} presents the chat engagement ''only'' when agents are available to engage with the visitor and ''only'' when you are not {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Route|anchor=ChatbotConsiderations|display text=using chatbots}}, turn on the '''Route if agents available''' option.
-{{NoteFormat|&nbsp;
+To ensure that {{MINTYDOCSPRODUCT}} presents the chat engagement ''only'' when agents are available to engage with the visitor and ''only'' when you are not {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Route|anchor=ChatbotConsiderations|display text=using chatbots}}, move the '''Route if agents available''' slider to '''Yes'''.{{NoteFormat|&nbsp;
-*If you do not turn on the '''Route if agents available''' option, {{MINTYDOCSPRODUCT}} sends the engagement to the queue that you specify regardless of whether an agent in the queue is available.
+*If the '''Route if agents available''' option is turned off, {{MINTYDOCSPRODUCT}} sends the engagement to the queue that you specify regardless of whether an agent in the queue is available.
 *If chatbots are handling interactions, do not turn on the '''Route if agents available''' option.|}}{{NoteFormat|For more information about advanced routing, see {{#mintydocs_link:topic=Solution/ChatSolutions|standalone}}.|2}}
 |Status=No
 }}{{Section
-|sectionHeading=Unavailable or unselected targets
+|sectionHeading=Unavailable queues
-|anchor=UnavailableTargets
+|anchor=UnavailableQueues
 |alignment=Horizontal
 |Media=Image
 |image=72 ppl unselected target.png
 |structuredtext=*Deleted or removed queues aren't available for selection.
-*If a target that you selected previously becomes unavailable, a warning appears next to the '''Route to a target''' list box.
+*If a queue that you selected previously becomes unavailable, a warning appears next to the queue list box.
-*If you do not select a target and you configured a default or general queue, {{MINTYDOCSPRODUCT}} sends all engagements from this action map to the configured queue. {{MINTYDOCSPRODUCT}} doesn't make routing decisions; they are platform dependent.
+*If you do not select a queue and you configured a default or general queue, {{MINTYDOCSPRODUCT}} sends all engagements from this action map to the configured queue. {{MINTYDOCSPRODUCT}} doesn't make routing decisions; they are platform dependent.
 |Status=No
 }}
 }}

@@ Line 12: / Line 12: @@
 **'''Journey '''>''' Action Target '''> '''View''' (to select a team to handle interactions from the action map)
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_segments|display text=Create segments}}.
-*{{#mintydocs_link:topic=Outcomes|anchor=CreateOutcome|link text=Create outcomes}}.
+*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_outcomes|display text=Create outcomes}}.
 |Section={{Section
 |sectionHeading=About targets for action maps