DES/Current/Designer/RoutingBlocks - Revision history

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/RoutingBlocks to DES/Current/Designer/RoutingBlocks: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

2021-04-21T13:57:38Z

Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/RoutingBlocks to DES/Current/Designer/RoutingBlocks: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

Bmarshall: Published

2020-09-11T12:56:21Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:31:28Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:44Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T15:23:05Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Routing Blocks
|TocName=Routing Blocks
|Context=The Routing blocks help you to specify how an interaction should be routed when certain conditions are met.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Designer
|Section={{Section
|alignment=Vertical
|structuredtext=You might not see all of the blocks listed here on your Palette. The blocks shown depend on the features that are enabled and the type of application that is being built. For example, the '''Route''' block is only available for Digital application types.

Use the links below to learn more about each block.

===Query VQs===
{{Link-SomewhereInThisVersion|manual=Designer|topic=QueryVQs|display text=Queries virtual queues and assigns their Estimated Wait Times.}} (Not available for IVR-type applications.)

Used in: '''Initialization''', '''Assisted Service'''

===Route Agent===
{{Link-SomewhereInThisVersion|manual=Designer|topic=RouteAgent|display text=Specifies routing to a particular agent.}}

Used in: '''Assisted Service'''

===Route Call===
{{Link-SomewhereInThisVersion|manual=Designer|topic=RouteCall|display text=Specifies routing to an agent based on various criteria.}}

Used in: '''Assisted Service'''

===Start Treatment===
{{Link-SomewhereInThisVersion|manual=Designer|topic=StartTreatment|display text=Plays uninterrupted audio to customers while their interaction is being routed.}}

Used in: '''Assisted Service'''

===Voice Mail===
{{Link-SomewhereInThisVersion|manual=Designer|topic=VoiceMail|display text=Routes calls to voicemail.}}

Used in: '''Assisted Service'''

===Transfer(IVR only)===
{{Link-SomewhereInThisVersion|manual=Designer|topic=Transfer|display text=Transfers a call to another destination.}}

Used in: '''Self Service'''

===Route (Digital only)===
{{Link-SomewhereInThisVersion|manual=Designer|topic=Route|display text=Routes a multimedia interaction to a target.}}

Used in: '''Assisted Service'''

===Predictive Routing===
{{Link-SomewhereInThisVersion|manual=Designer|topic=PredictiveRouting|display text=Routes to the agent best equipped to handle the request.}}

Used in: '''Assisted Service'''
|Status=No
}}
}}

← Older revision	Revision as of 13:57, April 21, 2021
(No difference)

@@ Line 2: / Line 2: @@
 |Standalone=No
 |DisplayName=Routing Blocks
-|TocName=Routing Blocks
+|TocName=About Routing blocks
-|Context=The Routing blocks help you to specify how an interaction should be routed when certain conditions are met.
+|Context=Use the Routing blocks to specify how an interaction should be routed when certain conditions are met.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
@@ Line 10: / Line 10: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=You might not see all of the blocks listed here on your Palette. The blocks shown depend on the features that are enabled and the type of application that is being built. For example, the '''Route''' block is only available for Digital application types.
+|structuredtext=You might not see all of the blocks listed here on your Palette. The blocks shown depend on the features that are enabled and the type of application that is being built. For example, the '''Route''' '''Digital''' block is only available for Digital application types.
 Use the links below to learn more about each block.
 ===Query VQs===
-{{Link-SomewhereInThisVersion|manual=Designer|topic=QueryVQs|display text=Queries virtual queues and assigns their Estimated Wait Times.}} (Not available for IVR-type applications.)
+{{Link-SomewhereInThisVersion|manual=Designer|topic=QueryVQs|display text=Queries virtual queues and assigns their Estimated Wait Times.}}
 Used in: '''Initialization''', '''Assisted Service'''
@@ Line 39: / Line 39: @@
 Used in: '''Assisted Service'''
-===Transfer(IVR only)===
+===Transfer===
 {{Link-SomewhereInThisVersion|manual=Designer|topic=Transfer|display text=Transfers a call to another destination.}}
 Used in: '''Self Service'''
-===Route (Digital only)===
+===Route Digital===
-{{Link-SomewhereInThisVersion|manual=Designer|topic=Route|display text=Routes a multimedia interaction to a target.}}
+(Digital applications only) {{Link-SomewhereInThisVersion|manual=Designer|topic=Route|display text=Routes a multimedia interaction to a target.}}
 Used in: '''Assisted Service'''
 ===Predictive Routing===

@@ Line 5: / Line 5: @@
 |Context=The Routing blocks help you to specify how an interaction should be routed when certain conditions are met.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Designer

DES/Current/Designer/RoutingBlocks - Revision history

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/RoutingBlocks to DES/Current/Designer/RoutingBlocks: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

Bmarshall: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"