Difference between revisions of "DES/Current/Designer/RoutingBlocks"
m (Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2") |
(Published) |
||
| Line 2: | Line 2: | ||
|Standalone=No | |Standalone=No | ||
|DisplayName=Routing Blocks | |DisplayName=Routing Blocks | ||
| − | |TocName=Routing | + | |TocName=About Routing blocks |
| − | |Context= | + | |Context=Use the Routing blocks to specify how an interaction should be routed when certain conditions are met. |
|ComingSoon=No | |ComingSoon=No | ||
|Platform=GenesysEngage-cloud | |Platform=GenesysEngage-cloud | ||
| Line 10: | Line 10: | ||
|Section={{Section | |Section={{Section | ||
|alignment=Vertical | |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. | Use the links below to learn more about each block. | ||
===Query VQs=== | ===Query VQs=== | ||
| − | {{Link-SomewhereInThisVersion|manual=Designer|topic=QueryVQs|display text=Queries virtual queues and assigns their Estimated Wait Times.}} | + | {{Link-SomewhereInThisVersion|manual=Designer|topic=QueryVQs|display text=Queries virtual queues and assigns their Estimated Wait Times.}} |
Used in: '''Initialization''', '''Assisted Service''' | Used in: '''Initialization''', '''Assisted Service''' | ||
| Line 39: | Line 39: | ||
Used in: '''Assisted Service''' | Used in: '''Assisted Service''' | ||
| − | ===Transfer | + | ===Transfer=== |
{{Link-SomewhereInThisVersion|manual=Designer|topic=Transfer|display text=Transfers a call to another destination.}} | {{Link-SomewhereInThisVersion|manual=Designer|topic=Transfer|display text=Transfers a call to another destination.}} | ||
Used in: '''Self Service''' | Used in: '''Self Service''' | ||
| − | ===Route | + | ===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''' | + | Used in: '''Assisted Service''' |
===Predictive Routing=== | ===Predictive Routing=== | ||
Revision as of 12:56, September 11, 2020
Contents
Use the Routing blocks to specify how an interaction should be routed when certain conditions are met.
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
Queries virtual queues and assigns their Estimated Wait Times.
Used in: Initialization, Assisted Service
Route Agent
Specifies routing to a particular agent.
Used in: Assisted Service
Route Call
Specifies routing to an agent based on various criteria.
Used in: Assisted Service
Start Treatment
Plays uninterrupted audio to customers while their interaction is being routed.
Used in: Assisted Service
Voice Mail
Used in: Assisted Service
Transfer
Transfers a call to another destination.
Used in: Self Service
Route Digital
(Digital applications only) Routes a multimedia interaction to a target.
Used in: Assisted Service
Predictive Routing
Routes to the agent best equipped to handle the request.
Used in: Assisted Service