You may have seen from the release notes that today we released support for direct routing on Genesys Cloud. While released under a single 'feature', there are actually a number of distinct features which, taken together, provide improved support for the 'direct-to-agent' use case. These include:
- User's phone, SMS or email address can be added to a Route.
- Allows inbound interactions targeted at a user's number/address to route through flows and be transferred to ACD queues.
- Previously, a DID couldn't be associated to both a user and a Call Route
- Users can configure where to route interactions in case of unavailability.
- Backup can be a user or a queue.
- Call, email or SMS can be routed to backup immediately, or after a configurable period.
- If a user doesn't have a backup configured, a default backup strategy can be configured on the queue.
- Users can receive a call/email/SMS while 'Off Queue' and 'Available'.
- This only applies when targeting a direct routing user, or their assigned backup user; it doesn't apply to users on a backup queue.
- Ability to call/email/message outbound from a queue using the user's number/email address, rather than the default queue number/email.
- New Analytics filter for 'Direct Routing' interactions.
There are a few important things to remember about the configuration of direct routing, some of which are mentioned in the documentation, but which I'll re-iterate here:
- In the first release of direct routing, there are two operations which can only be done via API. Support for these actions via the UI will be added in later releases:
- An administrator configuring a user's number or email address as a 'direct' number/address
- An administrator updating a user's backup settings (the user can edit their own backup settings via the UI)
- There are a number of actions currently required to be performed in flows. In the first release of direct routing, these can be achieved via data actions, for which examples are provided via the CX-as-code accelerators. In a future release, native Architect actions will be provided which will allow for these custom data actions to be removed/replaced:
- Get User by Address
- Get Alerting Timeouts
- Get Direct Agent Backup Settings
- Get Queue Default Backup Settings
- The setup of direct routing requires the creation of flows, including in-queue flows to manage backups. We'll provide accelerators to create sample configurations for reference. These will be available in the coming days in App Foundry.
See the documentation here https://help.mypurecloud.com/articles/direct-routing-overview/
#Routing(ACD/IVR)------------------------------
David Farrell
Genesys - Employees
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