Routing - Lakshmikanth Balasundaram

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 export. Select Export To File from the File menu or press CTRL+E. The Export of strategy <strategy name> dialog box opens. Navigate to the folder in which

Genesys

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 Wait Time) for call during routing. I find that Genesys algorithm to be smart and most appropriate. How it is calculated? Please find the details below (from Stat Server deployment

Customer Experience

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 were able to customer satisfaction and revenue by tracking and linking customer journey through multiple channels. For example, if customer selected products online for purchase and initiates call, they

Customer Experience

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 were able to customer satisfaction and revenue by tracking and linking customer journey through multiple channels. For example, if customer selected products online for purchase and initiates call, they

Genesys

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 is Clear target? Clear target sets whether the targets are retained after the interaction moves on through the strategy and encounters other selection objects. If ‘Clear Target’ is

Genesys

How Virtual Queue works?

What is Virtual Queue? Virtual Queue is a logical queue where an interaction is queued if the target is not available. Virtual queues can be associated with any target type like agent, agent groups, place and place groups and commonly used for reporting purpose. Events on virtual queues are similar