Difference between revisions of "PEC-ROU/HIW"

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{{HIW
 
{{HIW
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|product=
 
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|DisplayName=How routing works
 
|DisplayName=How routing works
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|Application=Designer
 
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|Role=Administrator
 
 
|TocName=How routing works
 
|TocName=How routing works
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|Context=Learn how routing ensures that each customer interaction received by your contact center is directed to the appropriate destination.
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|ComingSoon=No
 
|Platform=GenesysEngage-cloud
 
|Platform=GenesysEngage-cloud
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|ComingSoon=No
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|Role=Administrator
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|Context=Learn how routing ensures that each customer interaction received by your contact center is directed to the appropriate destination.
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|Application=Designer
 
|featurename=Routing
 
|featurename=Routing
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|ShortDescription=Routing is the process by which an interaction received by your contact center is directed to the appropriate destination.
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|ShortDescription=Routing is the process by which an interaction is directed to the appropriate target destination.
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|overviewtext=Customers can contact you from a variety of sources, or ''channels''. For example, a customer might initiate an interaction by reaching out to you by telephone call, email, or chat. A routing strategy determines the path that each interaction will take in your organization to ensure it reaches the appropriate target, such as an agent, department, email inbox, or other destination.
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|overviewtext=Customers can contact you from a variety of sources, including:
  
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Different channels often involve specialized handling for that particular type of interaction. For example, you might have different rules or strategies for receiving and routing voice and digital interactions, such as:
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*voice calls
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*telephone calls
 
 
*emails
 
*emails
 
*chats
 
*chats
 
*SMS (text messages)
 
*SMS (text messages)
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*social media (such as Facebook, Twitter, or WhatsApp)
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*social media platforms
  
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The Genesys Engage omnichannel customer experience platform provides the ability to create and customize routing solutions that are fine-tuned to the specific needs of your business or organization.
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Routing is the process by which each of these voice and digital interaction types are directed to their appropriate target destinations.  
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|featureoverview=Let's say your contact center receives a voice call from someone who speaks Spanish. Ideally, you would want this customer to reach someone who can speak with them in their native language. You can then set up a routing strategy to have this type of call routed to agents who have the highest skill level for Spanish. If one isn't available, you can then "relax" the criteria to find the next best available agent, and so on.  
 
  
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Of course, this is just a very basic example. You might also want to incorporate more advanced features in your routing, such as Predictive Routing, where machine learning is used to predict which agent-interaction matchups can best improve your specified KPIs, or create applications specifically designed to offer surveys or callbacks to customers. Genesys Task Routing allows you to submit workitems to Genesys from an external source, such as Salesforce or NetSuite, and treat them like any other type of Genesys interaction. For example, you could use a Designer application to route workitems to the best-skilled agent.
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You can manage how interactions are routed by creating a set of decisions and instructions that specify how an interaction is to be handled when certain conditions are met. For example, you might direct certain customers to an agent who has a particular type of skill, such as a high level of proficiency in the customer's preferred language. If such an agent isn't available, the criteria can then be relaxed to find the next best-skilled available agent, and so on.
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|featureoverview=The technical aspects of routing are handled behind-the-scenes by the Genesys Multicloud CX platform. However, there are several key components that provide customizable features and options related to routing:
  
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Genesys Engage enables you to construct highly complex and powerful routing strategies that can serve just about any business scenario or requirement.
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*Designer applications provide both self-service (IVR) and assisted-service (routing) capabilities. If a customer is not able to resolve their issue in self-service, they can be connected with an agent for assistance.
 +
*Predictive Routing uses machine learning to predict which agent-interaction matchups can best improve your specified KPIs, or create applications specifically designed to offer surveys or callbacks to customers.
 +
*Genesys Task Routing can accept workitems submitted from an external source (such as Salesforce or NetSuite) and treats them like any other type of Genesys interaction. For example, you could use a Designer application to route workitems to the best-skilled agent.
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*Agent Setup enables you to designate incoming and outgoing mailboxes for Genesys Email classic.
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*Intelligent Workload Distribution enables you to designate incoming and outgoing mailboxes for Genesys Multicloud CX Email.
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<br />
 
|FeatureSection={{FeatureSection
 
|FeatureSection={{FeatureSection
 
|featureheading=Routing customization
 
|featureheading=Routing customization
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|anchor=route
 
|anchor=route
 
|description=Use Genesys Designer to create and manage applications that contain an assisted service (routing) phase that can be customized for your particular business needs. For example, you can specify your daily hours of operation, indicate which days your offices are closed, and define the criteria that determines how certain interactions are to be handled.
 
|description=Use Genesys Designer to create and manage applications that contain an assisted service (routing) phase that can be customized for your particular business needs. For example, you can specify your daily hours of operation, indicate which days your offices are closed, and define the criteria that determines how certain interactions are to be handled.
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|relatedarticles=*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=GetStarted|display text=Getting Started}}
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|relatedarticles=*{{Link-AnywhereElse|product=DES|version=Current|manual=Designer|topic=GetStarted|display text=Getting Started}}
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*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=RoutingBlocks}}
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*{{Link-AnywhereElse|product=DES|version=Current|manual=Designer|topic=RoutingBlocks|display text=About Routing Blocks}}
 
}}{{FeatureSection
 
}}{{FeatureSection
 
|featureheading=Routing to agents
 
|featureheading=Routing to agents
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|relatedapps=Agent Desktop
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|relatedapps=Agent Workspace
 
|users=Agents, Supervisors, Administrators
 
|users=Agents, Supervisors, Administrators
 
|anchor=agent
 
|anchor=agent
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|description=Agent Desktop enables agents to communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, including voice, chat, email, social media, SMS, WhatsApp, and workitems.
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|description=Agent Workspace enables agents to communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, including voice, chat, email, social media, SMS, WhatsApp, and workitems.
 
|relatedarticles=*{{Link-Standalone|topic=PEC-AD/HIW}}
 
|relatedarticles=*{{Link-Standalone|topic=PEC-AD/HIW}}
 
*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADchannels}}
 
*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADchannels}}
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|anchor=mailbox
 
|anchor=mailbox
 
|description=Use Agent Setup to designate your incoming and outgoing mailboxes for email routing. You can also create email aliases that agents can choose as their From address.
 
|description=Use Agent Setup to designate your incoming and outgoing mailboxes for email routing. You can also create email aliases that agents can choose as their From address.
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|relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=Source|topic=DigEmail}}
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With Engage cloud Email, use Intelligent Workload Distribution to designate your incoming and outgoing mailboxes.
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|relatedarticles=*{{Link-Standalone|topic=PEC-Email/HIW}}
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*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Email_addresses_and_mailboxes|display text=Email classic addresses and mailboxes}}
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*{{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWDMailboxes|display text=Engage cloud Email addresses and mailboxes}}
 
}}{{FeatureSection
 
}}{{FeatureSection
 
|featureheading=Genesys Task Routing
 
|featureheading=Genesys Task Routing
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|anchor=predictive
 
|anchor=predictive
 
|description=Genesys Predictive Routing (GPR) draws on accumulated agent, customer, and interaction data, enabling you to analyze omnichannel interactions and outcomes and generate models to predict outcomes. From this analysis, combined with machine learning, you can determine the best possible match between waiting interactions and available agents, and then route the interactions accordingly.
 
|description=Genesys Predictive Routing (GPR) draws on accumulated agent, customer, and interaction data, enabling you to analyze omnichannel interactions and outcomes and generate models to predict outcomes. From this analysis, combined with machine learning, you can determine the best possible match between waiting interactions and available agents, and then route the interactions accordingly.
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|relatedarticles=*[https://all.docs.genesys.com/Draft:PE-GPR/9.0.0/Help Predictive Routing Help] - explains how to use the web application to view uploaded data, create predictors and models, and analyze how well Predictive Routing is working.
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|relatedarticles=*{{Link-AnywhereElse|product=PE-GPR|version=9.0.0|manual=Help|display text=Predictive Routing Help}} - explains how to use the web application to view uploaded data, create predictors and models, and analyze how well Predictive Routing is working.
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*[https://all.docs.genesys.com/Draft:PE-GPR/9.0.0/Deployment Predictive Routing Deployment and Operations Guide] - explains how to deploy the on-premise components for Predictive Routing, upload data, integrate the URS Strategy Subroutines into your Routing solution, and integrate with Genesys Historical Reporting.
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*{{Link-AnywhereElse|product=PE-GPR|version=9.0.0|manual=Deployment|display text=Predictive Routing Deployment and Operations Guide}} - explains how to deploy the on-premise components for Predictive Routing, upload data, integrate the URS Strategy Subroutines into your Routing solution, and integrate with Genesys Historical Reporting.
 
}}
 
}}
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|HIWSection=
 
 
}}
 
}}

Latest revision as of 13:48, August 18, 2022

Learn how routing ensures that each customer interaction received by your contact center is directed to the appropriate destination.

What Routing does[edit source]

Customers can contact you from a variety of sources, including:

  • voice calls
  • emails
  • chats
  • SMS (text messages)
  • social media platforms

Routing is the process by which each of these voice and digital interaction types are directed to their appropriate target destinations.

You can manage how interactions are routed by creating a set of decisions and instructions that specify how an interaction is to be handled when certain conditions are met. For example, you might direct certain customers to an agent who has a particular type of skill, such as a high level of proficiency in the customer's preferred language. If such an agent isn't available, the criteria can then be relaxed to find the next best-skilled available agent, and so on.

How Routing works[edit source]

The technical aspects of routing are handled behind-the-scenes by the Genesys Multicloud CX platform. However, there are several key components that provide customizable features and options related to routing:

  • Designer applications provide both self-service (IVR) and assisted-service (routing) capabilities. If a customer is not able to resolve their issue in self-service, they can be connected with an agent for assistance.
  • Predictive Routing uses machine learning to predict which agent-interaction matchups can best improve your specified KPIs, or create applications specifically designed to offer surveys or callbacks to customers.
  • Genesys Task Routing can accept workitems submitted from an external source (such as Salesforce or NetSuite) and treats them like any other type of Genesys interaction. For example, you could use a Designer application to route workitems to the best-skilled agent.
  • Agent Setup enables you to designate incoming and outgoing mailboxes for Genesys Email classic.
  • Intelligent Workload Distribution enables you to designate incoming and outgoing mailboxes for Genesys Multicloud CX Email.


Routing customization

Designer.png
Designer

Players: Administrators

Actions: Use Genesys Designer to create and manage applications that contain an assisted service (routing) phase that can be customized for your particular business needs. For example, you can specify your daily hours of operation, indicate which days your offices are closed, and define the criteria that determines how certain interactions are to be handled.

Routing to agents

Players: Agents, Supervisors, Administrators

Actions: Agent Workspace enables agents to communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, including voice, chat, email, social media, SMS, WhatsApp, and workitems.

Mailbox setup

Agent-setup.png
Agent Setup

Players: Administrators

Actions: Use Agent Setup to designate your incoming and outgoing mailboxes for email routing. You can also create email aliases that agents can choose as their From address.

With Engage cloud Email, use Intelligent Workload Distribution to designate your incoming and outgoing mailboxes.

Genesys Task Routing

Process.png
Configuration required

Players: Administrators

Actions: Genesys Task Routing integrates with other Genesys solutions to support blended agents handling chat, email, voice and so on, at the same time they manage workitems.

Predictive Routing

Process.png
Configuration required

Players: Administrators

Actions: Genesys Predictive Routing (GPR) draws on accumulated agent, customer, and interaction data, enabling you to analyze omnichannel interactions and outcomes and generate models to predict outcomes. From this analysis, combined with machine learning, you can determine the best possible match between waiting interactions and available agents, and then route the interactions accordingly.

  • Predictive Routing Help - explains how to use the web application to view uploaded data, create predictors and models, and analyze how well Predictive Routing is working.
  • Predictive Routing Deployment and Operations Guide - explains how to deploy the on-premise components for Predictive Routing, upload data, integrate the URS Strategy Subroutines into your Routing solution, and integrate with Genesys Historical Reporting.

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