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

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|sectionHeading=About targets for action maps
 
|sectionHeading=About targets for action maps
 
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|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 person, such as 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.
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|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|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.|}}{{MintyDocsProduct}} allows chat offers when the following criteria are met:
  
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{{MintyDocsProduct}} offers chats to users only when ''both'' of the following occur:
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*Action map conditions are met.
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*URL conditions are verified.
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*{{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.
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**For Genesys Engage Premises customers only, the [[ATC/Current/PacingServiceDeployment|Agent Pacing Service]] determines agent availability.
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*Agents are on queue.
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*Chat is within scheduled hours.
  
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*User agrees to speak to an agent; and
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{{MintyDocsProduct}} calculates the [https://help.mypurecloud.com/glossary/service-level/ service level] based on the queue's configuration in Genesys Cloud.
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*Agent is available to respond to the visitor
 
  
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{{MintyDocsProduct}} also manages chat routing to ensure that agents aren't overwhelmed with chats. {{MintyDocsProduct}} uses one of the following, depending on your configuration:
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To specify a target queue for an action map, [[ATC/Current/AdminGuide/Action maps#Create|create an action map]] and then specify the queue to which to route the chat offer. For more information about creating queues in Genesys Cloud, see [https://help.mypurecloud.com/articles/queues/ Queue administration.]
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*For most customers, {{MintyDocsProduct}} uses an estimated wait time (EWT) of approximately 20 seconds. If an agent won't be available within 20 seconds, the visitor doesn't receive a chat offer.<br />If you use EWT, and you have a predefined Service Level Agreement that includes a queue {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=How_throttling_works|display text=throttling}} provision, {{MintyDocsProduct}} follows those configuration guidelines.
 
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*For Genesys Engage Premises customers only, the [[ATC/Current/PacingServiceDeployment|Agent Pacing Service]] determines agent availability.
 
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To configure a target for an action map, [[ATC/Current/AdminGuide/Action maps#Create|create an action map]] and use the [[ATC/Current/AdminGuide/Route#RoutetoTarget|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 about creating queues in Genesys Cloud, see [https://help.mypurecloud.com/articles/queues/ Queue administration.]
 
 
|FAQHeading=How does Predictive Engagement ensure that an agent is available to chat with a visitor?
 
|FAQHeading=How does Predictive Engagement ensure that an agent is available to chat with a visitor?
 
|Status=No
 
|Status=No

Revision as of 13:51, November 4, 2020

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.
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.
  • 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.

To specify a target queue for an action map, create an action map and then specify the queue to which to route the chat offer. For more information about creating queues in Genesys Cloud, see Queue administration.

Route to a target

  1. Click the queue to receive engagements from this action map. You can select any queue that is available in your contact center. For more information about unavailable targets, see Unavailable or unselected targets.
  2. To ensure that Genesys Predictive Engagement presents the engagement only when agents are available to engage with the visitor and only when you are not using chatbots, turn on the Route if agents available option.
Important
 
  • If you do not turn on the Route if agents available option, 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 or unselected targets

  • Deleted or removed queues aren't available for selection.
  • If a target that you selected previously becomes unavailable, a warning appears next to the Route to a target list box.
  • If you do not select a target 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 (2024-10-07 00:21:03)"
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