Blog Archives for tag Routing

Exporting a Genesys Routing Strategy

Export Genesys Routing Strategy as Package In the Strategies List, select the name of the strategy that you want to… Continue reading »

Genesys : How EWT – Estimate Wait Time is calculated?

As we all know, agent can handle calls from multiple queues in Genesys and is tricky to find EWT (Estimate… Continue reading »

Report Abandoned calls in Routing Strategy

Last month, I attended workshop¬†from Genesys and BT ¬†and found an interesting trend. One of the customer shared that they… Continue reading »

Virtual Queues and Clear Target Option

In this post, we will see what clear target option is and how it impacts call routing and reporting. What… Continue reading »

How Virtual Queue works?

What is Virtual Queue? Virtual Queue is a logical queue where an interaction is queued if the target is not… Continue reading »