DES/Current/Designer/Route - Revision history

WikiSysop at 17:30, May 12, 2022

2022-05-12T17:30:32Z

WikiSysop at 08:00, April 16, 2022

2022-04-16T08:00:23Z

Brian.marshall@genesys.com: Published

2021-09-07T17:37:18Z

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Ed.jamer@genesys.com: Text replacement - "{{#widget:Vimeo" to "{{Video"

2021-06-10T12:01:55Z

Text replacement - "{{#widget:Vimeo" to "{{Video"

Brian.marshall@genesys.com: Published

2021-04-21T15:36:39Z

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@@ Line 46: / Line 46: @@
 ====Universal Queue (IWD)====
-Select this option to send interactions to the {{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWDManager|display text=Universal Queue}} in [[Draft:PEC-IWD/Current/Administrator/IWD|Intelligent Workload Distribution]] (iWD) Workload Manager.
+Select this option to send interactions to the {{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWDManager|display text=Universal Queue}} in {{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWD|display text=Intelligent Workload Distribution}} (iWD) Workload Manager.
 ===Other Routing Settings===

@@ Line 44: / Line 44: @@
 ====Parking Queue====
 If a digital interaction arrives when the business is closed, send the interaction to a parking queue until the business is open. If selected, you can then specify a variable that tells Designer how long the interaction is to be parked (for example, the variable that holds the number of minutes until the business is open). When regular business hours resume, the interaction is retrieved and processed.
 ===Other Routing Settings===
@@ Line 54: / Line 57: @@
 {{NoteFormat|System variables '''SelectedTarget''', '''SelectedVirtualQueue''', '''SelectedComponent''', '''SelectedTargetObject''', '''SelectedAgent''', and '''Access''' are automatically set when the interaction is routed to an agent and can be used later in the application. Refer to the '''Initialize''' phase's '''System Variables''' tab to read a detailed description for each of these variables.}}
-=====Example=====
+====Example:====
-[[File:des_route_routing_digital_03.png]]
 |Status=No
 }}{{Section

@@ Line 10: / Line 10: @@
 |Section={{Section
 |alignment=Vertical
 |Status=No
 }}{{Section
@@ Line 35: / Line 38: @@
 ====Agent routing====
 Route the interaction to agents by using a variable that holds the ID of an agent at runtime. You must use the following format: <tt>''agentid''@''optional_statserver''.A</tt>. Example: <tt>1001@StatServer.A</tt>.
 ====Parking Queue====
@@ Line 49: / Line 55: @@
 =====Example=====
-[[File:des_route_routing_digital_02.png]]
+[[File:des_route_routing_digital_03.png]]
 |Status=No
 }}{{Section
@@ Line 116: / Line 122: @@
 *Last Called Agent
-Threshold expressions can contain variables or reference queue-specific values, such as ''sdata(target, statistic)'' or ''callage()''. Strings must be enclosed in single quotes. For
+Threshold expressions can contain variables or reference queue-specific values, such as when used with the following functions:
-[[file:des_route_call_thresh_exp.png]]
+*'''sdata'''(''target'', ''statistic'') - This function applies additional routing criteria based on a statistic. You can use it to specify a target and a predefined statistic, such as '''StatPositionInQueue''', '''StatCallsWaiting''', or '''StatCallsCompleted'''. For example, this expression would route an interaction to a particular Agent Group when there are more than two agents ready and available:
-For more information about using ECMAScripts in Designer, see {{Link-SomewhereInThisVersion|manual=Designer|topic=Variables|display text=Assigning values to variables|anchor=AssignVar}}.
+Remember that strings must be enclosed in single quotes. For more information about using ECMAScript in Designer, see {{Link-SomewhereInThisVersion|manual=Designer|topic=ECMAScript|display text=ECMAScript Expressions}}.
-{{NoteFormat|For routing types that have multiple targets (such as Agent Group or Agent), the script defined in '''Threshold Expression''' applies to all targets.}}
+{{NoteFormat|
 ====Route only to local agents====
-If you have selected '''Skill based routing with relaxing criteria''' or '''Skill expression based routing''', you can enable this option. When enabled, the call is routed to a local agent who matches the target skill.
+If you have selected '''Skill based routing with relaxing criteria''' or '''Skill expression based routing''', you can enable this option. When enabled, the interaction is routed to a local agent who matches the target skill.
 {{NoteFormat|If you want to route to local agents as the preferred option, but then route to all agents if there are no local agents available with the required skill, you can set up cascaded routing.
@@ Line 140: / Line 153: @@
 You might also want to modify skill relaxing settings to run faster on routing blocks that target local agents.|2}}
 In the '''Post processing application''' section, you can specify the digital application (queue) that will be used for post-processing logic. This application will be executed after the agent marks the chat as ''done''.
-Post-processing logic may include, for example, HTTP REST or Chat Transcript blocks.
+Post-processing logic may include, for example, {{Link-SomewhereInThisVersion|manual=Designer|topic=HTTPREST|display text=HTTP REST}} or {{Link-SomewhereInThisVersion|manual=Designer|topic=ChatTranscript|display text=Send Chat Transcript}} blocks.
-{{NoteFormat|If the purpose of your post-processing application is to only send a Chat Transcript, Genesys recommends that you use a {{Link-SomewhereInThisManual|topic=TerminateChat|anchor=top|display text=Terminate}} block in the post-processing application to prevent it from sending of multiple copies of the transcript.|2}}
+{{NoteFormat|If the purpose of your post-processing application is to only send a chat transcript, Genesys recommends that you use a {{Link-SomewhereInThisManual|topic=TerminateChat|anchor=top|display text=Terminate}} block in the post-processing application to prevent it from sending of multiple copies of the transcript.|2}}
-=====Example=====
+<br />
 |Status=No
 }}{{Section

@@ Line 72: / Line 72: @@
 [[File:Des route digital treatments ex03.png]]
-{{NoteFormat|When routing chat interactions, Designer waits for 100 milliseconds before starting busy treatments for chats (i.e. in-queue messages). This significantly improves the accuracy of Estimated Wait Time (EWT) and Position in Queue (PIQ) values that these messages typically communicate to waiting customers, but may also result in the application not sending busy treatment chat messages if routing completes almost immediately (i.e. within 100 ms).|}}
+{{NoteFormat|When routing chat interactions, Designer waits for 100 milliseconds before starting busy treatments for chats (i.e. in-queue messages). This significantly improves the accuracy of Estimated Wait Time (EWT) and Position in Queue (PIQ) values that are typically used by these messages when providing updates to customers, but may also result in the application not sending busy treatment chat messages if routing completes almost immediately (i.e. within 100 ms).|}}
 |Status=No
 }}{{Section

@@ Line 72: / Line 72: @@
 [[File:Des route digital treatments ex03.png]]
-{{NoteFormat|Designer waits for 100 milliseconds before starting chat busy treatments (in-queue messages). This improves the accuracy of '''EstimatedWaitTime''' (EWT) and '''PositionInQueue''' (PIQ) values that are typically used by these messages, but may also result in busy treatment chat messages not being sent if routing completes almost immediately (i.e. within 100 milliseconds).}}
+{{NoteFormat|When routing chat interactions, Designer waits for 100 milliseconds before starting busy treatments for chats (i.e. in-queue messages). This significantly improves the accuracy of Estimated Wait Time (EWT) and Position in Queue (PIQ) values that these messages typically communicate to waiting customers, but may also result in the application not sending busy treatment chat messages if routing completes almost immediately (i.e. within 100 ms).|}}
 |Status=No
 }}{{Section

@@ Line 54: / Line 54: @@
 |sectionHeading=Treatments tab
 |anchor=Treatmentstab
-|alignment=Horizontal
+|alignment=Vertical
 |structuredtext=Use this tab to specify a busy treatment to execute while waiting for an agent to become available. For example, the busy treatment can be a '''Chat''' message that you can set to repeat at regular intervals.
 From this tab you can:
@@ Line 71: / Line 71: @@
 [[File:Des route digital treatments ex03.png]]
 |Status=No
 }}{{Section

@@ Line 134: / Line 134: @@
 You can watch this video to see a short demonstration of how to set this up. (The video demonstrates this using a {{Link-SomewhereInThisManual|topic=RouteCall|anchor=top|display text=Route Call}} block, but the steps are the same.)
-{{Video|id=260131385}}
+{{Video|id=260131385|Description=Using cascaded routing to prioritize routing (Digital)}}
 You might also want to modify skill relaxing settings to run faster on routing blocks that target local agents.|2}}

@@ Line 10: / Line 10: @@
 |Section={{Section
 |alignment=Vertical
 |Status=No
 }}{{Section
@@ Line 66: / Line 57: @@
 |Media=Image
 |image=des_route_digital_treatments.png
-|structuredtext=Use this tab to specify a busy treatment to execute while waiting for an agent to become available. The busy treatment can be a '''Chat''' or '''Email''' message that you can set to repeat at regular intervals.
+|structuredtext=Use this tab to specify a busy treatment to execute while waiting for an agent to become available. For example, the busy treatment can be a '''Chat''' message that you can set to repeat at regular intervals.
 From this tab you can:
@@ Line 72: / Line 63: @@
 *Select '''Repeat treatments''' to repeat the treatment at regular intervals. You can then specify the interval time (in seconds) or select a variable that holds this value.
 *Click '''Add Chat''' to add a chat treatment.
-When you select a treatment, the corresponding block is automatically added to the application flow below the '''Route Digital''' block. For example, if you add an email treatment, a {{Link-SomewhereInThisVersion|manual=Designer|topic=SendEmail|display text=Send Email}} block is added:
+When you select a treatment, the corresponding block is automatically added to the application flow below the '''Route Digital''' block. For example, if you add a chat treatment, a {{Link-SomewhereInThisVersion|manual=Designer|topic=ChatMessage|display text=Chat Message}} block is added:
-[[File:Des route digital treatments ex01.png]]
+You can then configure the block properties to set the desired treatment:
-Likewise, if you add a chat treatment, a {{Link-SomewhereInThisVersion|manual=Designer|topic=ChatMessage|display text=Chat Message}} is added. You can then configure the block properties to set the desired treatment.
+[[File:Des route digital treatments ex03.png]]
 |Status=No
 }}{{Section

@@ Line 18: / Line 18: @@
 This video shows an example of using skill-based routing to route chat interactions:
-{{#widget:Vimeo|id=227810149|height=405|width=720}}<br />
+{{Video|id=227810149|height=405|width=720}}<br />
 |Status=No
 }}{{Section
@@ Line 142: / Line 142: @@
 You can watch this video to see a short demonstration of how to set this up. (The video demonstrates this using a {{Link-SomewhereInThisManual|topic=RouteCall|anchor=top|display text=Route Call}} block, but the steps are the same.)
-{{#widget:Vimeo|id=260131385}}
+{{Video|id=260131385}}
 You might also want to modify skill relaxing settings to run faster on routing blocks that target local agents.|2}}