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 »
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 »
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 »
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 »