Genesys Cloud - Main

Hello Team,

I am engaging in a project to localize sales chats to sales hybrid associates based on the showrooms they are located in the footprint of our organization.

On our website, a customer is able to select their "My Store" and if they don't it will default to the showroom closest to their location. The plan is for our website team to pass that my store data into Genesys, so Genesys will use that to route the customer to the appropriate associates.

I am trying to determine the best way to use this data to route these customers to the appropriate team.

I know I could create a queue for each showroom and then have a default location in case there aren't associates available so that chat will get answered. We have over 120 hybrid sales associates and over 150 showrooms so I don't want to manage that many queues.

My thought is to use skills routing. Turn that website data into a skill and then use that to route to the associates assigned to that skill.  I'm not familiar with building skills routing so I'm not sure if this the most efficient way.

I was thinking I could create some sort of data table to help route these as well, but I'm not sure what that would look like.

Any suggestions or feedback?

Thank you,

Matt A.

#ArchitectureandDesign

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Matthew Aubin
Product Manager
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Hello Matthew, 

I think your on the right track with using skills. I would take the website data and turn them into skills into GC and have your routing based on skills. 

I would love to hear other ideas from the community though!

Cheers, 

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Cameron
Online Community Manager/Moderator
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Original Message:
Sent: 01-15-2025 09:39
From: Matthew Aubin
Subject: Localization of Chats

Hello Team,

I am engaging in a project to localize sales chats to sales hybrid associates based on the showrooms they are located in the footprint of our organization.

On our website, a customer is able to select their "My Store" and if they don't it will default to the showroom closest to their location. The plan is for our website team to pass that my store data into Genesys, so Genesys will use that to route the customer to the appropriate associates.

I am trying to determine the best way to use this data to route these customers to the appropriate team.

I know I could create a queue for each showroom and then have a default location in case there aren't associates available so that chat will get answered. We have over 120 hybrid sales associates and over 150 showrooms so I don't want to manage that many queues.

My thought is to use skills routing. Turn that website data into a skill and then use that to route to the associates assigned to that skill.  I'm not familiar with building skills routing so I'm not sure if this the most efficient way.

I was thinking I could create some sort of data table to help route these as well, but I'm not sure what that would look like.

Any suggestions or feedback?

Thank you,

Matt A.

#ArchitectureandDesign

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Matthew Aubin
Product Manager
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