User: Bgrenon

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This chapter describes the business logic and business rules which drive the decisions made by the Genesys system within the business & routing flow above described in the chapters above, i.e. the parameters used by Genesys to drive routing decisions and how these are configured.

These parameters allow the user to configure a number of operational parameters related to routing logic, including the target skills for each menu option, priority tuning, timers and overflows.Some parameters are only available at DNIS / Route Point level. These are either needed only once at the beginning of the call flow (e.g. greeting message) or will be used across the whole call flow independent of subsequent DTMF menu choices of the customer. Other parameters are available at both the DNIS / Route Point level (to be used if no call steering has been activated) and at the level of the choice of a specific touch point. The following tables illustrate example parameters which may be configured through Genesys configuration tools.

Parameters to configure Service Line Announcements

The following parameters can be configured by service line:

Name	Description
Business hours	Sets the hours that you are open and accepting calls
Special day	A list of exceptions to the regular open hours, for a holiday or other reason
Emergency declared	Activates the emergency announcement (i.e. power outage, general closure)

Parameters to define the Call Steering / DTMF Menus

The use case allows users to define Menu options externally through parameters, thereby simplifying the flow. Based on the menu options chosen, corresponding caller segmentation can be done by this context.

Up to 4 levels of DTMF menus can be configured with maximally 9 different sub-options for each choice in the previous level. The combination of choices of the customer within the DTMF menu will determine the service requested and the agent skill required to best satisfy this request. This possibility provides highest flexibility to adapt the use case to a specific company requirement, but it is generally not recommended to use all available levels and number of menu choices to not provide a bad customer experience via a complicated and lengthy DTMF menu.

Distribution Parameters

The following list of parameters define the behaviour of the distribution logic. These parameters can be configured per combination of possible DTMF choices in the Call Steering.

Name	Description
Primary Target	The skill and skill level expression to which the call will be routed. Alternatively, a DN or a specific Agent/Agent Group can be configured as routing target.
Secondary Target	The skill and skill level expression to which the call will be routed in the first target expansion step. Alternatively, a DN or a specific Agent/Agent Group can be configured as routing target.
Tertiary Target	The skill and skill level expression to which the call will be routed in the second target expansion step. Alternatively, a DN or a specific Agent/Agent Group can be configured as routing target.

The skill expression to define the target is defined by a combination of skill(s) and skill levels. Best practice is to use the same skill(s) with decreased skill level in subsequent targets to gradually expand the pool of agents after each timeout, rather than using a different skill.Priority tuning is configured via the following parameters:

• Priority increment (the amount to increase the priority after the interval time)
• Priority interval (the time between priority increases)
• Priority limit (the maximum priority)
• Priority start (the starting priority)

Reporting Parameters

The following five business parameters represent reporting categories and are completely customizable to your business model. You can assign different combinations of these parameters to each of your Inbound and Distribution parameter groups, to distinguish them in reporting and enable you to identify the unique properties of the parameter group.

Name	Description
Department	Business organization used as a category for reporting
Flow	A business flow used as a category in reporting
Intent Category	Business categories typically used as the top level of the call steering menu choices

Audio Resources

The following audio resources are configurable by service line:

Name	Example
Business Hours	A message announcing office closure and inviting to call again at opening time
Please Wait on Hold	A message inviting to wait
Welcome	A Greeting message
Emergency	An emergency message
Special Day	A message announcing office closure due to special day (i.e. a bank holiday)
Music waiting in queue	Music
Main DTMF Menu Message	The main Call Steering menu accouncement
Sub-DTMF Menu Messages (multiple messages)	The sub-menu messages for the Call Steering as required.

, This section describes the parameters Genesys uses to drive routing decisions and describes how these parameters are configured.

These operational parameters allow an administrator to configure a number of settings related to routing logic, including the target skills for each menu option, priority tuning, timers, and overflows.

Some parameters are only available at DNIS/Route Point level. These parameters are either needed only once at the beginning of the call flow (for example, greeting message), or they are used across the entire call flow independent of the caller's subsequent DTMF menu choices. Other parameters are available at both the DNIS/Route Point level (to be used if no call steering has been activated) and at the level of the choice of a specific touch point.

The following tables illustrate example parameters that are configurable through Genesys configuration tools.

Parameters to configure Service Line Announcements

The following parameters are configurable by service line:

Name	Description
Business hours	Sets the hours that the business is open and accepting calls.
Special day	A list of exceptions to the regular business hours for a holiday or other reason.
Emergency declared	Activates the emergency announcement (such as a power outage or general closure).

Parameters to define the Call Steering/DTMF Menus

This use case defines call steering options through multiple levels within the call flows. It also describes the menu options within each level. Four independent call steering flows are included: business hours, after hours, holiday, and emergency. Flows include up to two languages.Call steering for business hours flow includes a tree with 2 menu layers and up to 25 exit routing points. A caller's choice of DTMF menus and sub-options determines the service they need, and the agent skill required to best meet that need. After hours, holiday, and emergency call steering each includes a caller prompt and one exit routing point. An exit point may include items such as routing, voicemail, external transfers, or internal transfers.

Distribution Parameters

The parameters in the following list define the behavior of the distribution logic. These parameters are configurable according to the combination of possible DTMF choices in the call steering.

Name	Description
Workgroup	Primary ACD group that will receive the interaction
Skills	Secondary ACD group that will receive the interaction
Priorities	Value that defines the level of interaction importance

The skill expression that defines the target is a combination of workgroup, skill(s), and proficiencies. Best practice includes using all possible agents in the initial skill group.Agents may be configured with different proficiency levels to provide preferred assignments.

• Time in Queue: The amount of time the caller has been in queue waiting for the next available agent; this may be disabled on a workgroup basis.
• Priority: The configured priority level of the call; defaults to 50.
• Proficiency: The proficiency level configured for each agent.

Audio Resources

The following audio resources are configurable by service line:

Name	Example
Business Hours	A message announcing office closure and inviting to call again at opening time
Please Wait on Hold	A message inviting callers to wait
Welcome	A greeting message
Emergency	An emergency message
Special Day	A message announcing office closure due to special day (such as a public holiday)
Music waiting in queue	Music
Main DTMF Menu Message	The main Call Steering menu announcement
Sub-DTMF Menu Messages (multiple messages)	The sub-menu messages for the Call Steering menu as required