Hi Team,

Is Preferred Agent routing Available for Web Messaging? And is there any timeline for Direct Agent Routing instead for Web Messaging. 

Regards,

Jeevan.

Preferred Agent Routing is available for all "Message" type of interactions, including Web Messaging, see here: https://help.mypurecloud.com/articles/advanced-routing-overview/ 

As for Direct Agent Routing, are you referring to this? https://genesyscloud.ideas.aha.io/ideas/INB-I-844

Hi Team,

Is Preferred Agent routing Available for Web Messaging? And is there any timeline for Direct Agent Routing instead for Web Messaging. 

Regards,

Jeevan.

Hi,

In the Preferred Agent Routing there is a Note says below

Note: For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, Genesys Cloud no longer attempts to route the interaction to the last agent who handled it. 

Can you elaborate more on this.

And on the Direct Agent Routing Idea - Yes Similar to That but is that Idea is for Non-voice Digital Channels? I see it been mentioned as calls

Regards,

Jeevan.

Preferred Agent Routing is available for all "Message" type of interactions, including Web Messaging, see here: https://help.mypurecloud.com/articles/advanced-routing-overview/ 

As for Direct Agent Routing, are you referring to this? https://genesyscloud.ideas.aha.io/ideas/INB-I-844

Hi Team,

Is Preferred Agent routing Available for Web Messaging? And is there any timeline for Direct Agent Routing instead for Web Messaging. 

Regards,

Jeevan.

We are seeing interesting behavior since going live 2 weeks ago on Web Messaging.  Agent 1, gets message from customer 1.  If customer one closes out and sends another message, Agent 1 will keep getting it (if the message is restarted in short time frame), but If we wait an hour or so, then Agent 2 would get it.  We have standard routing, with All skills matching ...(no skills assigned)....should we change this to next agent?

Hi,

In the Preferred Agent Routing there is a Note says below

Note: For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, Genesys Cloud no longer attempts to route the interaction to the last agent who handled it. 

Can you elaborate more on this.

And on the Direct Agent Routing Idea - Yes Similar to That but is that Idea is for Non-voice Digital Channels? I see it been mentioned as calls

Regards,

Jeevan.

Preferred Agent Routing is available for all "Message" type of interactions, including Web Messaging, see here: https://help.mypurecloud.com/articles/advanced-routing-overview/ 

As for Direct Agent Routing, are you referring to this? https://genesyscloud.ideas.aha.io/ideas/INB-I-844

Hi Team,

Is Preferred Agent routing Available for Web Messaging? And is there any timeline for Direct Agent Routing instead for Web Messaging. 

Regards,

Jeevan.

Hi,

In the Preferred Agent Routing there is a Note says below

Note: For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, Genesys Cloud no longer attempts to route the interaction to the last agent who handled it. 

Can you elaborate more on this.

And on the Direct Agent Routing Idea - Yes Similar to That but is that Idea is for Non-voice Digital Channels? I see it been mentioned as calls

Regards,

Jeevan.

Preferred Agent Routing is available for all "Message" type of interactions, including Web Messaging, see here: https://help.mypurecloud.com/articles/advanced-routing-overview/ 

As for Direct Agent Routing, are you referring to this? https://genesyscloud.ideas.aha.io/ideas/INB-I-844

Hi Team,

Is Preferred Agent routing Available for Web Messaging? And is there any timeline for Direct Agent Routing instead for Web Messaging. 

Regards,

Jeevan.

Jeevan - I can't speak to the Direct Routing feature - but hopefully the PM running that effort will respond.

As it relates to PAR - by default, the channels listed below use LAR to connect a follow-up interaction with the last agent who worked on it but with PAR - we ignore that so that the defined preferred agents are used instead.  If you put in any userID (even if invalid), we'll skip LAR all together, which some customers actually use as a workaround to stop LAR!!!

Hope that helps,

Chris

Hi,

In the Preferred Agent Routing there is a Note says below

Note: For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, Genesys Cloud no longer attempts to route the interaction to the last agent who handled it. 

Can you elaborate more on this.

And on the Direct Agent Routing Idea - Yes Similar to That but is that Idea is for Non-voice Digital Channels? I see it been mentioned as calls

Regards,

Jeevan.

Preferred Agent Routing is available for all "Message" type of interactions, including Web Messaging, see here: https://help.mypurecloud.com/articles/advanced-routing-overview/ 

As for Direct Agent Routing, are you referring to this? https://genesyscloud.ideas.aha.io/ideas/INB-I-844

Hi Team,

Is Preferred Agent routing Available for Web Messaging? And is there any timeline for Direct Agent Routing instead for Web Messaging. 

Regards,

Jeevan.

Hi Chris,

I am looking for LAR, can be done with Preferred Agent Routing? or do we need to use different Routing concept or by default it goes to the LAR?. 

Regards,

Jeevan.

------------------------------
Jeevan Kumar Jayabalan
The Travelers Indemnity Company

Original Message:
Sent: 03-27-2023 17:22
From: Chris Bohlin
Subject: Preferred Agent routing - Web Messaging

Jeevan - I can't speak to the Direct Routing feature - but hopefully the PM running that effort will respond.

As it relates to PAR - by default, the channels listed below use LAR to connect a follow-up interaction with the last agent who worked on it but with PAR - we ignore that so that the defined preferred agents are used instead.  If you put in any userID (even if invalid), we'll skip LAR all together, which some customers actually use as a workaround to stop LAR!!!

Hope that helps,

Chris

------------------------------
Chris Bohlin
Sr. Director - Product Management
Genesys Cloud

Original Message:
Sent: 03-27-2023 11:42
From: Jeevan Kumar Jayabalan
Subject: Preferred Agent routing - Web Messaging

Hi,

In the Preferred Agent Routing there is a Note says below

Note: For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, Genesys Cloud no longer attempts to route the interaction to the last agent who handled it. 

Can you elaborate more on this.

And on the Direct Agent Routing Idea - Yes Similar to That but is that Idea is for Non-voice Digital Channels? I see it been mentioned as calls

Regards,

Jeevan.

------------------------------
Jeevan Kumar Jayabalan
The Travelers Indemnity Company

Original Message:
Sent: 03-27-2023 10:36
From: Angelo Cicchitto
Subject: Preferred Agent routing - Web Messaging

Preferred Agent Routing is available for all "Message" type of interactions, including Web Messaging, see here: https://help.mypurecloud.com/articles/advanced-routing-overview/ 

As for Direct Agent Routing, are you referring to this? https://genesyscloud.ideas.aha.io/ideas/INB-I-844

------------------------------
Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 03-27-2023 08:19
From: Jeevan Kumar Jayabalan
Subject: Preferred Agent routing - Web Messaging

Hi Team,

Is Preferred Agent routing Available for Web Messaging? And is there any timeline for Direct Agent Routing instead for Web Messaging. 

Regards,

Jeevan.

#DigitalChannels
#Omni-ChannelDesktop/UserInterface

------------------------------
Jeevan Kumar Jayabalan
The Travelers Indemnity Company
------------------------------

Jeevan - LAR is the default routing method for all messaging channels and email.  If you switch to using PAR, we do not go back to LAR.  Effectively PAR overrides LAR.

Note that there is no setting for LAR - it is simply a default behavior.

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 03-28-2023 09:53
From: Jeevan Kumar Jayabalan
Subject: Preferred Agent routing - Web Messaging

Hi Chris,

I am looking for LAR, can be done with Preferred Agent Routing? or do we need to use different Routing concept or by default it goes to the LAR?. 

Regards,

Jeevan.

------------------------------
Jeevan Kumar Jayabalan
The Travelers Indemnity Company

Original Message:
Sent: 03-27-2023 17:22
From: Chris Bohlin
Subject: Preferred Agent routing - Web Messaging

Jeevan - I can't speak to the Direct Routing feature - but hopefully the PM running that effort will respond.

As it relates to PAR - by default, the channels listed below use LAR to connect a follow-up interaction with the last agent who worked on it but with PAR - we ignore that so that the defined preferred agents are used instead.  If you put in any userID (even if invalid), we'll skip LAR all together, which some customers actually use as a workaround to stop LAR!!!

Hope that helps,

Chris

------------------------------
Chris Bohlin
Sr. Director - Product Management
Genesys Cloud

Original Message:
Sent: 03-27-2023 11:42
From: Jeevan Kumar Jayabalan
Subject: Preferred Agent routing - Web Messaging

Hi,

In the Preferred Agent Routing there is a Note says below

Note: For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, Genesys Cloud no longer attempts to route the interaction to the last agent who handled it. 

Can you elaborate more on this.

And on the Direct Agent Routing Idea - Yes Similar to That but is that Idea is for Non-voice Digital Channels? I see it been mentioned as calls

Regards,

Jeevan.

------------------------------
Jeevan Kumar Jayabalan
The Travelers Indemnity Company

Original Message:
Sent: 03-27-2023 10:36
From: Angelo Cicchitto
Subject: Preferred Agent routing - Web Messaging

Preferred Agent Routing is available for all "Message" type of interactions, including Web Messaging, see here: https://help.mypurecloud.com/articles/advanced-routing-overview/ 

As for Direct Agent Routing, are you referring to this? https://genesyscloud.ideas.aha.io/ideas/INB-I-844

------------------------------
Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 03-27-2023 08:19
From: Jeevan Kumar Jayabalan
Subject: Preferred Agent routing - Web Messaging

Hi Team,

Is Preferred Agent routing Available for Web Messaging? And is there any timeline for Direct Agent Routing instead for Web Messaging. 

Regards,

Jeevan.

#DigitalChannels
#Omni-ChannelDesktop/UserInterface

------------------------------
Jeevan Kumar Jayabalan
The Travelers Indemnity Company
------------------------------

Jeevan - LAR is the default routing method for all messaging channels and email.  If you switch to using PAR, we do not go back to LAR.  Effectively PAR overrides LAR.

Note that there is no setting for LAR - it is simply a default behavior.

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 03-28-2023 09:53
From: Jeevan Kumar Jayabalan
Subject: Preferred Agent routing - Web Messaging

Hi Chris,

I am looking for LAR, can be done with Preferred Agent Routing? or do we need to use different Routing concept or by default it goes to the LAR?. 

Regards,

Jeevan.

------------------------------
Jeevan Kumar Jayabalan
The Travelers Indemnity Company

Original Message:
Sent: 03-27-2023 17:22
From: Chris Bohlin
Subject: Preferred Agent routing - Web Messaging

Jeevan - I can't speak to the Direct Routing feature - but hopefully the PM running that effort will respond.

As it relates to PAR - by default, the channels listed below use LAR to connect a follow-up interaction with the last agent who worked on it but with PAR - we ignore that so that the defined preferred agents are used instead.  If you put in any userID (even if invalid), we'll skip LAR all together, which some customers actually use as a workaround to stop LAR!!!

Hope that helps,

Chris

------------------------------
Chris Bohlin
Sr. Director - Product Management
Genesys Cloud

Original Message:
Sent: 03-27-2023 11:42
From: Jeevan Kumar Jayabalan
Subject: Preferred Agent routing - Web Messaging

Hi,

In the Preferred Agent Routing there is a Note says below

Note: For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, Genesys Cloud no longer attempts to route the interaction to the last agent who handled it. 

Can you elaborate more on this.

And on the Direct Agent Routing Idea - Yes Similar to That but is that Idea is for Non-voice Digital Channels? I see it been mentioned as calls

Regards,

Jeevan.

------------------------------
Jeevan Kumar Jayabalan
The Travelers Indemnity Company

Original Message:
Sent: 03-27-2023 10:36
From: Angelo Cicchitto
Subject: Preferred Agent routing - Web Messaging

Preferred Agent Routing is available for all "Message" type of interactions, including Web Messaging, see here: https://help.mypurecloud.com/articles/advanced-routing-overview/ 

As for Direct Agent Routing, are you referring to this? https://genesyscloud.ideas.aha.io/ideas/INB-I-844

------------------------------
Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 03-27-2023 08:19
From: Jeevan Kumar Jayabalan
Subject: Preferred Agent routing - Web Messaging

Hi Team,

Is Preferred Agent routing Available for Web Messaging? And is there any timeline for Direct Agent Routing instead for Web Messaging. 

Regards,

Jeevan.

#DigitalChannels
#Omni-ChannelDesktop/UserInterface

------------------------------
Jeevan Kumar Jayabalan
The Travelers Indemnity Company
------------------------------

Jeevan - I can't speak to the Direct Routing feature - but hopefully the PM running that effort will respond.

As it relates to PAR - by default, the channels listed below use LAR to connect a follow-up interaction with the last agent who worked on it but with PAR - we ignore that so that the defined preferred agents are used instead.  If you put in any userID (even if invalid), we'll skip LAR all together, which some customers actually use as a workaround to stop LAR!!!

Hope that helps,

Chris

Hi,

In the Preferred Agent Routing there is a Note says below

Note: For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, Genesys Cloud no longer attempts to route the interaction to the last agent who handled it. 

Can you elaborate more on this.

And on the Direct Agent Routing Idea - Yes Similar to That but is that Idea is for Non-voice Digital Channels? I see it been mentioned as calls

Regards,

Jeevan.

Preferred Agent Routing is available for all "Message" type of interactions, including Web Messaging, see here: https://help.mypurecloud.com/articles/advanced-routing-overview/ 

As for Direct Agent Routing, are you referring to this? https://genesyscloud.ideas.aha.io/ideas/INB-I-844

Hi Team,

Is Preferred Agent routing Available for Web Messaging? And is there any timeline for Direct Agent Routing instead for Web Messaging. 

Regards,

Jeevan.