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

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* {{#mintydocs_link:topic=Outcomes|anchor=CreateOutcome|link text=Create outcomes}}.
 
* {{#mintydocs_link:topic=Outcomes|anchor=CreateOutcome|link text=Create outcomes}}.
 
|Section={{Section
 
|Section={{Section
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|sectionHeading=About targets for action maps
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|Type=Structured
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|alignment=Horizontal
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|image=People 3.png
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|gif=No
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|structuredtext=When {{MINTYDOCSPRODUCT}} presents a user an {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=offer to chat}}, a content offer, or other engagement opportunity, 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.
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To make this work, {{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.
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For more information on creating queues in PureCloud, see [https://help.mypurecloud.com/articles/queues/ Queue administration.]
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}}{{Section
 
|sectionHeading=Route to a target
 
|sectionHeading=Route to a target
 
|Type=Structured
 
|Type=Structured
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|alignment=Vertical
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|anchor=RoutetoTarget
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|alignment=Horizontal
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|image=RouteToTeamEWT.png
 
|gif=No
 
|gif=No
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|structuredtext=When you {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps|anchor=Create|display text=create an action map}}, configure how {{MINTYDOCSPRODUCT}} routes it to a target:
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|structuredtext=# From the '''Search team''' list, click the team of agents that should address engagements from this action map. <br />
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# From the '''Search team''' list, click the team of agents that should address engagements from this action map. Each team corresponds to a target, or queue, in your contact center. You can select any queue that is currently available in your contact center organization. Queues that have been deleted or removed from your contact center do not appear in the list. For more information on creating queues in PureCloud, see [https://help.mypurecloud.com/articles/queues/ Queue administration.]
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#* 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 />
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# To ensure that {{MINTYDOCSPRODUCT}} presents the engagement '''only''' if agents are available to engage with the customer, turn on the '''Route if agents available''' button.
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#* 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 />
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[[File:RouteToTeamEWT.png]]
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{{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.}}
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{{NoteFormat|
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* Only available queues targets appear
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}}{{Section
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|sectionHeading=Unavailable or unselected targets
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|Type=Structured
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|anchor=UnavailableTargets
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|alignment=Horizontal
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|image=72 ppl unselected target.png
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|gif=No
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|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.
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* If a target that you previously selected becomes unavailable, {{MINTYDOCSPRODUCT}} prompts you to select a new one.
 
* If you do not select a target, {{MINTYDOCSPRODUCT}} sends all engagements from this action map to a default or general queue.
 
* If you do not select a target, {{MINTYDOCSPRODUCT}} sends all engagements from this action map to a default or general queue.
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* 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.
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|fullwidth=No
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* If a target that you previously selected becomes unavailable, {{MINTYDOCSPRODUCT}} prompts you to select a new one.|1}}
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|Status=No
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}}{{Section
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|sectionHeading=Chatbot considerations
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|Type=Structured
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|anchor=ChatbotConsiderations
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|alignment=Horizontal
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|image=chatbot.png
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|gif=No
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|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}}.
 
|fullwidth=No
 
|fullwidth=No
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Revision as of 11:35, November 5, 2019

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

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.

Prerequisites

About targets for action maps

When Genesys Predictive Engagement presents a user an offer to chat, a content offer, or other engagement opportunity, 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.

To make this work, create an action map and use the 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 Queue administration.

Route to a target

  1. From the Search team list, click the team of agents that should address engagements from this action map.
    • You can select any queue that is currently available in your contact center organization. For more information about unavailable targets, see Unavailable or unselected targets.
    • To ensure that Genesys Predictive Engagement presents the engagement only if agents are available to engage with the customer and only if you are not using chatbots, turn on the Route if agents available button.
Important
If you do not turn on the Route if agents available button, Genesys Predictive Engagement sends the engagement to the team you select regardless of whether an agent on the team is available or not.

Unavailable or unselected targets

  • 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.
  • If a target that you previously selected becomes unavailable, Genesys Predictive Engagement prompts you to select a new one.
  • If you do not select a target, Genesys Predictive Engagement sends all engagements from this action map to a default or general queue.

Chatbot considerations

Important
Do not turn on the Route if agents available button if chatbots will be handling interactions.
Tip
See a solution that uses advanced routing: Genesys Predictive Engagement with advanced chat routing
.
Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Route (2024-10-07 00:27:04)"
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