What is Genesys routing?

What is Genesys routing?

Genesys routing allows an interaction to be serviced by the best-skilled available agent across a virtualized pool of resources, and to expand the target (to lower proficiency level and/or a different skill set) if the desired target isn’t available.

What is skill in Genesys?

A skill is a task, expertise, or knowledge that an agent must have to handle an interaction. Proficiency ratings indicate the agent’s level of expertise or knowledge of that skill. Genesys Cloud ACD considers proficiency ratings when matching agents and interactions.

How does skill based routing work?

What is skill-based routing? Skill-based routing (or skill-based distribution) is a call routing strategy where customers are assigned to agents with the most relevant skills for handling their concerns. For example, Spanish-speaking customers are sent to agents that can speak Spanish.

How do I enable skill based routing?

Enable Skills-Based Routing

1. From Setup, enter Omni-Channel in the Quick Find box, then select Omni-Channel Settings.
2. Select Enable Skills-Based and Direct-to-Agent Routing.
3. Click Save.

How does Genesys call routing work?

Genesys call routing uses skills-based routing to direct calls to the resource best equipped to help, whether in your contact center, back office, a branch office, an outsourcer, or anywhere else in the world.

What is Genesys administrator?

Genesys Administrator is a web-based UI that provides provisioning, monitoring, and deployment abilities for Genesys solutions. The Outbound-specific features of Genesys Administrator enable contact center managers to perform the following tasks: Manage calling lists: Add, modify, and delete records in a list.

What is agent skill?

Skills are qualities or abilities that agents possess and that affect the placement of each Agent in a contact-center hierarchy. Common Skills include abilities in different languages, particular categories of product knowledge, or ability in particular types of sales.

When should a company consider using skills-based routing?

2When should a company consider using skills-based routing? A. When it supports customers in one country and has up to five support agents.

How skills-based routing improves communication with its clients and customers?

Not only does skill-based routing serve customers well, but it also helps sales and support reps fine-tune their skills. Skill-based routing streamlines communication, decreases first response time, improves your first call resolution rates, and maximizes productivity.

How does Omni-Channel skill-based routing work?

Your agents have different skills sets and abilities. Your customers have different needs. Skills-based routing lets your contact center route work to the best agent for the job, so that customer work items are assigned to the agent who is best able to solve the issue.

What is intelligent routing to devices?

Intelligent Routing (or Skills-based Routing), is a technology contact centers use to gather customer inquiries through voice, digital, or social channels, and then applies rules to route it to the agent best fit to resolve the issue.

What is predictive routing?

Predictive routing uses machine learning to rank each agent in your target agent pool for how well that agent is predicted to handle a specific interaction. In its simplest form, predictive routing identifies the agent-interaction match most likely to result in an optimal key performance indicator (KPI) value.

What does Genesys customer experience routing software do?

Genesys Customer Experience Routing is computer software that helps organizations better manage customer journeys. Routing prioritizes and matches the right interaction with the right resource at the right time. Our approach is unique in the industry because it’s:

What can Genesys be used for in the Enterprise?

Routing of work items across the enterprise. The same Genesys routing capabilities that can be used to direct customer-facing interactions (calls, emails, chat, etc.) can also be leveraged to schedule, assign]

When to change an agent’s skill in Genesys?

Modify an agent’s Skills only when the agent acquires new job functions, training, or capabilities; do not change agents’ skills merely to redirect traffic. Each Skill can optionally have a Proficiency (Rating in Genesys Administrator ), which rates an agent’s expertise for a particular Skill (e.g., Spanish level 5 vs. 10).

When does routing automatically adjust based on priorities?

This typically occurs when traffic volumes spike for some reason and the timeout thresholds for the previous tiers have been exceeded, so the interaction overflows to the final default destination. Routing that automatically adjusts based on pre-specified priorities and conditions.