Route an action map to a target

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

• Configure the following permissions in PureCloud:
  • Journey > Action Map > Add, Delete, Edit, and View permissions (to create action maps)
  • Journey > Action Target > View permission (to select a team to handle interactions from the action map)
• Create segments.
• Create outcomes.

Route to a target

When you create an action map, configure how Genesys Predictive Engagement routes it to a target:

1. 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 Queue administration.
2. To ensure that Genesys Predictive Engagement presents the engagement only if agents are available to engage with the customer, turn on the Route if agents available button.

Important

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