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.

About targets for action maps

When Genesys Predictive Engagement presents a user an offer to chat, 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. Multiple action maps can route to the same target queue.

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

Genesys Predictive Engagement routes a user to an agent only if the user agrees to speak to an agent, and if an agent is available.

Important

• Agent availability depends on your platform configuration. In general, if an agent will not be available within 20 seconds, Altocloud will not present an offer to interact with an agent.
• For PureEngage Premises, agent availability is determined by the Agent Pacing Service.

In addition:

• 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

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