PEC-ROU/Current/GTR/GTROverview - Revision history

WikiSysop at 13:48, August 18, 2022

2022-08-18T13:48:49Z

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

2020-07-25T02:30:49Z

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

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

2020-07-15T11:46:16Z

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

Bgrenon: Published

2020-06-08T15:21:50Z

Published

New page

{{TaskSummary
|DisplayName=Set up Genesys Task Routing
|TocName=Set up Genesys Task Routing
|Platform=PureEngage
|ComingSoon=No
|Context=Learn how to set up Genesys Task Routing so you can submit and manage workitems from an external source like Salesforce.
|overviewtext=Genesys Task Routing allows you to submit workitems to Genesys from an external source, such as Salesforce or NetSuite. Once these external workitems are entered in the Genesys system, you can treat them like other Genesys interactions. For example, you can route workitems to the best-skilled agent using a Designer application. You can also get interactions that were processed by an agent in Agent Desktop, including automated third-party application screen pop-ups. Reporting is available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXITaskRoutingReports|display text=Genesys CX Insights}}.

Genesys Task Routing is integrated with other Genesys solutions and it can support blended agents handling chat, email, voice and so on, at the same time they manage workitems.
{{NoteFormat|You should be able to complete most of the steps on your own, but sometimes you'll need help from Genesys. We'll let you know when a task requires extra help from a Genesys representative.}}
|TSSection={{TSSection
|sectionheading=Define agents and agent groups
|description=Use Agent Setup to define agents and agent groups you want to be able to handle workitems from your external system.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=Create agents}}
*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agent_groups|display text=Create agent groups}}
*Contact your Genesys representative to enable an Open Media channel.
*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=ASCapRules|display text=Define a capacity rule.}}
*Assign the Open Media channel and capacity rule to {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|anchor=Addagents|display text=agents}} or {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agent_groups|display text=agent groups}}.
}}{{TSSection
|sectionheading=Configure Agent Desktop
|description=Configure Agent Desktop for the agents in your contact center.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Getting_started|display text=Configure Agent Desktop}}
*Contact your Genesys representative to set desktop options for the Open Media channel.
}}{{TSSection
|sectionheading=Create a Capture Point
|description=Create a capture point to capture the workitems submitted from your external source.
|relatedarticles=*Contact your Genesys representative to create a Capture Point.
}}{{TSSection
|sectionheading=Create a routing application
|description=Create a routing application in Designer to send workitems to agents based on skill, agent group, and so on. Genesys Task Routing includes a sample Designer application to show one of the possible scenarios. We recommend you use this as a starting point to create your own routing application.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=GTR|topic=GTRSampleDesignerApp}}
*{{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationsBar|display text=Create a new Designer application}}
*{{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationsBar|anchor=manage_om_endpoint.7D|display text=Link your application}} to your previously created capture point. '''Note:''' You can associate more than one Capture Point with the same routing application.
}}{{TSSection
|sectionheading=Integrate third-party applications
|description=Create a third-party system adapter that can handle workitems that come from your external source and submit them to Genesys through the Genesys Task Routing API.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=GTR|topic=GTRIntegrate}}
*[https://developer.genesyscloud.com/reference/gtr/ Genesys Task Routing API]
}}{{TSSection
|sectionheading=View dashboards in CX Insights
|description=View historical reporting for Genesys Task Routing in CX Insights.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXITaskRoutingReports|display text=View Genesys Task Routing dashboards}}
}}
}}

@@ Line 5: / Line 5: @@
 |ComingSoon=No
 |Context=Learn how to set up Genesys Task Routing so you can submit and manage workitems from an external source like Salesforce.
-|overviewtext=Genesys Task Routing allows you to submit workitems to Genesys from an external source, such as Salesforce or NetSuite. Once these external workitems are entered in the Genesys system, you can treat them like other Genesys interactions. For example, you can route workitems to the best-skilled agent using a Designer application. You can also get interactions that were processed by an agent in Agent Desktop, including automated third-party application screen pop-ups. Reporting is available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXITaskRoutingReports|display text=Genesys CX Insights}}.
+|overviewtext=Genesys Task Routing allows you to submit workitems to Genesys from an external source, such as Salesforce or NetSuite. Once these external workitems are entered in the Genesys system, you can treat them like other Genesys interactions. For example, you can route workitems to the best-skilled agent using a Designer application. You can also get interactions that were processed by an agent in Agent Workspace, including automated third-party application screen pop-ups. Reporting is available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXITaskRoutingReports|display text=Genesys CX Insights}}.
 Genesys Task Routing is integrated with other Genesys solutions and it can support blended agents handling chat, email, voice and so on, at the same time they manage workitems.
@@ Line 18: / Line 18: @@
 *Assign the Open Media channel and capacity rule to {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|anchor=Addagents|display text=agents}} or {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agent_groups|display text=agent groups}}.
 }}{{TSSection
-|sectionheading=Configure Agent Desktop
+|sectionheading=Configure Agent Workspace
-|description=Configure Agent Desktop for the agents in your contact center.
+|description=Configure Agent Workspace for the agents in your contact center.
-|relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Getting_started|display text=Configure Agent Desktop}}
+|relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Getting_started|display text=Configure Agent Workspace}}
 *Contact your Genesys representative to set desktop options for the Open Media channel.
 }}{{TSSection

@@ Line 2: / Line 2: @@
 |DisplayName=Set up Genesys Task Routing
 |TocName=Set up Genesys Task Routing
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |ComingSoon=No
 |Context=Learn how to set up Genesys Task Routing so you can submit and manage workitems from an external source like Salesforce.

PEC-ROU/Current/GTR/GTROverview - Revision history

WikiSysop at 13:48, August 18, 2022

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"