Hi Everyone,

For many years Genesys Cloud users could only be reached directly through Communicate.  Direct Routing is a new feature that offers a path for customers to reach specific individuals based on the number called or texted, or the email address assigned to a specific user while maintaining all queue-related functionality.  This means users who would typically fall outside of the traditional definition of "agents" can now be contacted directly through a queue, even without necessarily having to go "On Queue."  Insurance agents, financial advisors, and sales reps are good examples of these types of users who have direct, one-to-one relationships with their customers.  Direct Routing enables these individuals to have all the benefits of queue- and ACD-based interactions!

Click here to apply for the Direct Routing beta.

Beta is planned to start at the end of May and extend through July (and possibly further).  Once accepted to the Beta, Genesys will enable Direct Routing for your organization, provide getting started instructions, and add you to our private Beta community for sharing learnings and feedback.

Thank you and looking forward to your participation!

Trey Buck

#BetaAnnouncement  

Hi Trey,

This is great news. Do you have more information you can share about how the users or agents need to be licensed and setup? Are they added to a queue? 

Thanks 

Hi Everyone,

For many years Genesys Cloud users could only be reached directly through Communicate.  Direct Routing is a new feature that offers a path for customers to reach specific individuals based on the number called or texted, or the email address assigned to a specific user while maintaining all queue-related functionality.  This means users who would typically fall outside of the traditional definition of "agents" can now be contacted directly through a queue, even without necessarily having to go "On Queue."  Insurance agents, financial advisors, and sales reps are good examples of these types of users who have direct, one-to-one relationships with their customers.  Direct Routing enables these individuals to have all the benefits of queue- and ACD-based interactions!

Click here to apply for the Direct Routing beta.

Beta is planned to start at the end of May and extend through July (and possibly further).  Once accepted to the Beta, Genesys will enable Direct Routing for your organization, provide getting started instructions, and add you to our private Beta community for sharing learnings and feedback.

Thank you and looking forward to your participation!

Trey Buck

#BetaAnnouncement  

Hi Steven - yes, happy to share and thanks for asking! 

We are planning for the users to be licensed as GC1 and up.  Access to digital channels (SMS and email) will be based on GC license level as it is today for other interactions.

The current setup includes a single "Direct Routing" queue users will be members of.  Membership will be based on the association of a new 'directrouting' tag to users' contact fields on their profile.  This association can be done via SCIM, API, or bulk user import and will add users to the correct queue and add the specific contact info/field (voice, SMS, or email) to the appropriate routes. 

We may adjust this approach depending on feedback but that is the current plan!  Stay tuned, and happy to answer any more questions you have.

Thanks!

Hi Trey,

This is great news. Do you have more information you can share about how the users or agents need to be licensed and setup? Are they added to a queue? 

Thanks 

Hi Everyone,

For many years Genesys Cloud users could only be reached directly through Communicate.  Direct Routing is a new feature that offers a path for customers to reach specific individuals based on the number called or texted, or the email address assigned to a specific user while maintaining all queue-related functionality.  This means users who would typically fall outside of the traditional definition of "agents" can now be contacted directly through a queue, even without necessarily having to go "On Queue."  Insurance agents, financial advisors, and sales reps are good examples of these types of users who have direct, one-to-one relationships with their customers.  Direct Routing enables these individuals to have all the benefits of queue- and ACD-based interactions!

Click here to apply for the Direct Routing beta.

Beta is planned to start at the end of May and extend through July (and possibly further).  Once accepted to the Beta, Genesys will enable Direct Routing for your organization, provide getting started instructions, and add you to our private Beta community for sharing learnings and feedback.

Thank you and looking forward to your participation!

Trey Buck

#BetaAnnouncement  

My two cents: a single permission, or one per media type, that triggers this direct routing is probably easier to manage and see as an admin than a contact field tag - and still easily manageable via SCIM or API.

Hi Steven - yes, happy to share and thanks for asking! 

We are planning for the users to be licensed as GC1 and up.  Access to digital channels (SMS and email) will be based on GC license level as it is today for other interactions.

The current setup includes a single "Direct Routing" queue users will be members of.  Membership will be based on the association of a new 'directrouting' tag to users' contact fields on their profile.  This association can be done via SCIM, API, or bulk user import and will add users to the correct queue and add the specific contact info/field (voice, SMS, or email) to the appropriate routes. 

We may adjust this approach depending on feedback but that is the current plan!  Stay tuned, and happy to answer any more questions you have.

Thanks!

Hi Trey,

This is great news. Do you have more information you can share about how the users or agents need to be licensed and setup? Are they added to a queue? 

Thanks 

Hi Everyone,

For many years Genesys Cloud users could only be reached directly through Communicate.  Direct Routing is a new feature that offers a path for customers to reach specific individuals based on the number called or texted, or the email address assigned to a specific user while maintaining all queue-related functionality.  This means users who would typically fall outside of the traditional definition of "agents" can now be contacted directly through a queue, even without necessarily having to go "On Queue."  Insurance agents, financial advisors, and sales reps are good examples of these types of users who have direct, one-to-one relationships with their customers.  Direct Routing enables these individuals to have all the benefits of queue- and ACD-based interactions!

Click here to apply for the Direct Routing beta.

Beta is planned to start at the end of May and extend through July (and possibly further).  Once accepted to the Beta, Genesys will enable Direct Routing for your organization, provide getting started instructions, and add you to our private Beta community for sharing learnings and feedback.

Thank you and looking forward to your participation!

Trey Buck

#BetaAnnouncement  

The concern is that users can have multiple DIDs and email addresses, and the system needs to know which specific contact information to use for Direct Routing.  This requires some indication on the individual profile contact fields.  E.g. user could have:

Work Phone 1 = Direct Routing for voice
Work Phone 2 = internal only (not expected to track as ACD interactions)
Email 1 = Direct Routing
Email 2 = personal email (not expected to track as ACD interactions)

The channels available to a user via Direct Routing are also gated by the license type, e.g. Digital (SMS and email) interactions require GC2+ and/or Digital add-on.

Does that make sense?

My two cents: a single permission, or one per media type, that triggers this direct routing is probably easier to manage and see as an admin than a contact field tag - and still easily manageable via SCIM or API.

Hi Steven - yes, happy to share and thanks for asking! 

We are planning for the users to be licensed as GC1 and up.  Access to digital channels (SMS and email) will be based on GC license level as it is today for other interactions.

The current setup includes a single "Direct Routing" queue users will be members of.  Membership will be based on the association of a new 'directrouting' tag to users' contact fields on their profile.  This association can be done via SCIM, API, or bulk user import and will add users to the correct queue and add the specific contact info/field (voice, SMS, or email) to the appropriate routes. 

We may adjust this approach depending on feedback but that is the current plan!  Stay tuned, and happy to answer any more questions you have.

Thanks!

Hi Trey,

This is great news. Do you have more information you can share about how the users or agents need to be licensed and setup? Are they added to a queue? 

Thanks 

Hi Everyone,

For many years Genesys Cloud users could only be reached directly through Communicate.  Direct Routing is a new feature that offers a path for customers to reach specific individuals based on the number called or texted, or the email address assigned to a specific user while maintaining all queue-related functionality.  This means users who would typically fall outside of the traditional definition of "agents" can now be contacted directly through a queue, even without necessarily having to go "On Queue."  Insurance agents, financial advisors, and sales reps are good examples of these types of users who have direct, one-to-one relationships with their customers.  Direct Routing enables these individuals to have all the benefits of queue- and ACD-based interactions!

Click here to apply for the Direct Routing beta.

Beta is planned to start at the end of May and extend through July (and possibly further).  Once accepted to the Beta, Genesys will enable Direct Routing for your organization, provide getting started instructions, and add you to our private Beta community for sharing learnings and feedback.

Thank you and looking forward to your participation!

Trey Buck

#BetaAnnouncement  

This makes sense, thank you.

Will Direct Routing via dialed extensions work, or only if the user has a full DID?

------------------------------
Brad Murlin
Zillow, Inc.

Original Message:
Sent: 05-15-2023 09:26
From: trey buck
Subject: Upcoming Beta - Direct Routing

The concern is that users can have multiple DIDs and email addresses, and the system needs to know which specific contact information to use for Direct Routing.  This requires some indication on the individual profile contact fields.  E.g. user could have:

Work Phone 1 = Direct Routing for voice
Work Phone 2 = internal only (not expected to track as ACD interactions)
Email 1 = Direct Routing
Email 2 = personal email (not expected to track as ACD interactions)

The channels available to a user via Direct Routing are also gated by the license type, e.g. Digital (SMS and email) interactions require GC2+ and/or Digital add-on.

Does that make sense?

------------------------------
Trey Buck
Genesys - Employees
Senior Product Manager

Original Message:
Sent: 05-13-2023 01:51
From: Brad Murlin
Subject: Upcoming Beta - Direct Routing

My two cents: a single permission, or one per media type, that triggers this direct routing is probably easier to manage and see as an admin than a contact field tag - and still easily manageable via SCIM or API.

------------------------------
Brad Murlin
Zillow, Inc.

Original Message:
Sent: 05-12-2023 09:32
From: trey buck
Subject: Upcoming Beta - Direct Routing

Hi Steven - yes, happy to share and thanks for asking! 

We are planning for the users to be licensed as GC1 and up.  Access to digital channels (SMS and email) will be based on GC license level as it is today for other interactions.

The current setup includes a single "Direct Routing" queue users will be members of.  Membership will be based on the association of a new 'directrouting' tag to users' contact fields on their profile.  This association can be done via SCIM, API, or bulk user import and will add users to the correct queue and add the specific contact info/field (voice, SMS, or email) to the appropriate routes. 

We may adjust this approach depending on feedback but that is the current plan!  Stay tuned, and happy to answer any more questions you have.

Thanks!

------------------------------
Trey Buck
Genesys - Employees
Staff Product Manager

Original Message:
Sent: 05-12-2023 09:01
From: Steven Alix
Subject: Upcoming Beta - Direct Routing

Hi Trey,

This is great news. Do you have more information you can share about how the users or agents need to be licensed and setup? Are they added to a queue? 

Thanks 

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 05-11-2023 13:31
From: trey buck
Subject: Upcoming Beta - Direct Routing

Hi Everyone,

For many years Genesys Cloud users could only be reached directly through Communicate.  Direct Routing is a new feature that offers a path for customers to reach specific individuals based on the number called or texted, or the email address assigned to a specific user while maintaining all queue-related functionality.  This means users who would typically fall outside of the traditional definition of "agents" can now be contacted directly through a queue, even without necessarily having to go "On Queue."  Insurance agents, financial advisors, and sales reps are good examples of these types of users who have direct, one-to-one relationships with their customers.  Direct Routing enables these individuals to have all the benefits of queue- and ACD-based interactions!

Click here to apply for the Direct Routing beta.

Beta is planned to start at the end of May and extend through July (and possibly further).  Once accepted to the Beta, Genesys will enable Direct Routing for your organization, provide getting started instructions, and add you to our private Beta community for sharing learnings and feedback.

Thank you and looking forward to your participation!

Trey Buck

#BetaAnnouncement  

#BetaAnnouncement

------------------------------
Trey Buck
Genesys - Employees
Senior Product Manager
------------------------------