Difference between revisions of "ATC/Current/AdminGuide/Route"

From Genesys Documentation
Jump to: navigation, search
m (Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2")
m (Text replacement - "Genesys Cloud" to "Genesys Cloud CX")
 
(22 intermediate revisions by 5 users not shown)
Line 1: Line 1:
 
{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
−
|DisplayName=Route an action map to a target
+
|DisplayName=Route an action map to an agent queue
−
|TocName=Route
+
|TocName=Route to agent queue
−
|Context=Learn how to select who will talk to a user if the user wants to talk to a live person after being engaged by an action map.
+
|Context=Learn how to route an action map to an agent queue for chat offers.
−
|Dimension=
 
−
|UseCase=
 
 
|ComingSoon=No
 
|ComingSoon=No
−
|Platform=GenesysEngage-onpremises, PureConnect, PureCloud
+
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
−
|Role=
 
−
|Application=
 
 
|Prereq='''Prerequisites'''
 
|Prereq='''Prerequisites'''
  
−
*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:]
+
*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
−
**'''Journey '''>''' Action Map '''>''' Add''', '''Delete''', '''Edit''', and '''View''' permissions (to create action maps)
+
**'''Journey '''>''' Action Map '''>''' Add''', '''Delete''', '''Edit''', and '''View''' (to create action maps)
−
**'''Journey '''>''' Action Target '''> '''View''' permission (to select a team to handle interactions from the action map)
+
**'''Journey '''>''' Action Target '''> '''View''' (to select a team to handle interactions from the action map)
−
*{{#mintydocs_link:topic=Segments|anchor=CreateSegment|link text=Create segments}}.
+
*{{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
 
|Section={{Section
 
|sectionHeading=About targets for action maps
 
|sectionHeading=About targets for action maps
−
|anchor=
+
|alignment=Vertical
−
|alignment=Horizontal
+
|structuredtext=When {{MintyDocsProduct}} presents an [[ATC/Current/AdminGuide/Chat offers|offer to chat]] to a visitor, that offer can include an invitation to speak directly with a live agent assigned to the queue to which the action map routes. Multiple action maps can route to the same target queue.{{NoteFormat| 
−
|Media=Image
+
*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.
−
|image=People 3.png
+
*Only use the '''Route if agents available''' option for web chat engagements that you don't intend to route to a bot.
−
|structuredtext=When {{MINTYDOCSPRODUCT}} presents a user an {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=offer to chat}}, that offer can include an invitation to speak directly with a live person such an agent or salesperson. The agent or salesperson is part of a team that has a corresponding queue in your contact center. Multiple action maps can route to the same target queue.
+
*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 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:  
−
Predictive Engagement offers chats to users only when '''both''' of the following occur:
 
  
−
*The user agrees to speak to an agent.
+
*Action map conditions are met.
−
*An agent is available to respond to the user.
+
*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 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.
  
−
In addition to determining whether agents are available, {{MINTYDOCSPRODUCT}} also manages chat routing to ensure that agents will not be overwhelmed by chats. {{MINTYDOCSPRODUCT}} uses one of the following, depending on your configuration:
+
{{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?
−
*For most customers, {{MINTYDOCSPRODUCT}} uses an estimated wait time (EWT) of approximately 20 seconds. If an agent will not be available within 20 seconds, the chat is not offered to the user.{{ComingSoon}}If you use EWT, and you have a predefined Service Level Agreement that includes a queue throttling provision, {{MINTYDOCSPRODUCT}} follows those configuration guidelines.
 
−
*For PureEngage Premises customers only, the {{Link-AnywhereElse|product=ATC|version=Current|manual=PacingServiceDeployment|display text=Agent Pacing Service}} determines agent availability.
 
−
 
 
−
To configure a target for an action map, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps|anchor=Create|display text=create an action map}} and use the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Route|anchor=RoutetoTarget|display text=Route to target section}} to select the team who should talk to the users that the action map engages.
 
−
 
 
−
For more information on creating queues in PureCloud, see [https://help.mypurecloud.com/articles/queues/ Queue administration.]
 
−
|structuredtextwide=
 
−
|FAQHeading=How does Altocloud ensure that an agent is available to chat with a customer?
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Route to a target
+
|sectionHeading=Specify agent queue
 
|anchor=RoutetoTarget
 
|anchor=RoutetoTarget
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=RouteToTeamEWT.png
+
|image=RouteToTarget.png
−
|structuredtext=#From the '''Search team''' list, click the team of agents that should address engagements from this action map. <br />
+
|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.
−
#*You can select any queue that is currently available in your contact center organization. For more information about unavailable targets, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Route|anchor=UnavailableTargets|display text=Unavailable or unselected targets}}.<br />
+
 
−
#*To ensure that {{MINTYDOCSPRODUCT}} presents the engagement '''only''' if agents are available to engage with the customer and '''only''' if you are not {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Route|anchor=ChatbotConsiderations|display text=using chatbots}}, turn on the '''Route if agents available''' button. <br />
+
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;
−
{{NoteFormat|If you do not turn on the '''Route if agents available''' button, {{MINTYDOCSPRODUCT}} sends the engagement to the team you select regardless of whether an agent on the team is available or not.}}
+
*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.
−
|structuredtextwide=
+
*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}}
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Unavailable or unselected targets
+
|sectionHeading=Unavailable queues
−
|anchor=UnavailableTargets
+
|anchor=UnavailableQueues
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
 
|image=72 ppl unselected target.png
 
|image=72 ppl unselected target.png
−
|structuredtext=You cannot select a queue that has been deleted or removed from your contact center; they do not appear in the list of available targets.
+
|structuredtext=*Deleted or removed queues aren't available for selection.
−
 
+
*If a queue that you selected previously becomes unavailable, a warning appears next to the queue list box.
−
If a target that you previously selected becomes unavailable, {{MINTYDOCSPRODUCT}} prompts you to select a new one.
+
*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.
−
 
 
−
If you do not select a target, {{MINTYDOCSPRODUCT}} sends all engagements from this action map to a default or general queue.
 
−
 
 
−
<br />
 
−
|structuredtextwide=
 
−
|FAQHeading=
 
−
|Status=No
 
−
}}{{Section
 
−
|sectionHeading=Chatbot considerations
 
−
|anchor=ChatbotConsiderations
 
−
|alignment=Horizontal
 
−
|Media=Image
 
−
|image=chatbot.png
 
−
|structuredtext={{NoteFormat|Do not turn on the '''Route if agents available''' button if chatbots will be handling interactions.|1}}{{NoteFormat|See a solution that uses advanced routing: {{#mintydocs_link:topic=Solution/ChatSolutions|standalone}}|2}}.
 
−
|structuredtextwide=
 
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 21:27, November 9, 2021

This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.

Learn how to route an action map to an agent queue for chat offers.

Prerequisites

About targets for action maps

When Genesys Predictive Engagement presents an offer to chat to a visitor, that offer can include an invitation to speak directly with a live agent assigned to the queue to which the action map routes. Multiple action maps can route to the same target queue.
Important
 
  • 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.
  • Genesys Predictive Engagement 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, Genesys Predictive Engagement 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.
Genesys Predictive Engagement allows chat offers when the following criteria are met:
  • Action map conditions are met.
  • URL conditions are verified.
  • Throttling allows the chat. By default, throttling aims to have 80% of chats answered within 20 seconds.
    • For Genesys Engage on-premisess customers only, the Agent Pacing Service determines agent availability.
  • Agents are on queue.
  • Chat is within scheduled hours.

Genesys Predictive Engagement calculates the service level based on the queue's configuration in Genesys Cloud CX.

Specify agent queue

Select the agent queue to receive chat engagements from this action map. You can select any queue that is available in your contact center.

To ensure that Genesys Predictive Engagement presents the chat engagement only when agents are available to engage with the visitor and only when you are not using chatbots, move the Route if agents available slider to Yes.
Important
 
  • If the Route if agents available option is turned off, Genesys Predictive Engagement 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.
Tip
For more information about advanced routing, see Genesys Predictive Engagement with advanced chat routing.

Unavailable queues

  • Deleted or removed queues aren't available for selection.
  • If a queue that you selected previously becomes unavailable, a warning appears next to the queue list box.
  • If you do not select a queue and you configured a default or general queue, Genesys Predictive Engagement sends all engagements from this action map to the configured queue. Genesys Predictive Engagement doesn't make routing decisions; they are platform dependent.
Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Route (2024-11-09 14:48:51)"
Comments or questions about this documentation? Contact us for support!