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
------------------------------

I am excited to test the new Direct Routing feature!  I am trying to set it up in my dev org using the accelerator.  I have created the role as specified.  When I save the settings and click "Submit", I get a "Something went wrong: We are experiencing an internal server problem" message.  GC3 dev org, for reference.

#Routing #Routing(ACD/IVR) #Interactionrouting(ACD) #DeployApps
------------------------------
Vikki Papesh
Sr. Genesys Cloud Developer II
Tandem Diabetes Care, Inc.

Original Message:
Sent: 07-10-2024 12:25
From: David Farrell
Subject: Routing direct to agent - General Availability release

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
------------------------------

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/

IMPORTANT - Upcoming rollback of Direct Routing feature

We had released Direct routing feature in general availability in the week of 8^th Jul 2024. Following this release, discrepancies were reported in agent counts and ions used for routing and presence status displayed though dashboard widgets and analytics view (e.g. Queue Activity Detail).

After further analysis, we have found following area where customer will likely see the impact.

1.      Same agent counted as 'Idle' and as 'Available'. This will cause confusion with agent counts displayed across analytics view and dashboard widgets.

2.      Agents displayed as "Available" with blue circle icon instead of solid green circle.

3.      Aggregate analytics metrics like Idle, Idle % and Occupancy may be misleading.

What was the cause of these issues?

Direct routing has a special feature which allows agents to receive calls/SMS/email even while being in 'Off-Queue' and 'Available' status. This special feature is enabled only for those agents granted with a new Direct Routing permission - Routing > Conversation > Accept Off-Queue

It turns out, that this very feature resulted in the above-mentioned issues. The problem may be further magnified where following wildcard permissions are being used. These wildcard permissions can lead to large number of agents being automatically granted the new Accept Off-Queue permission and hence further skewing Idle, Idle % and Occupancy metrics.   

1.     Routing > *.*

2.     Routing > Conversation > *.*

What happens next?

As a result of the above situation, it has been decided to rollback the whole Direct Routing feature until all the issues are addressed and we are ready to re-launch this feature. We will keep you informed though our usual release notes and announcements in the Resource center. The rollback process is expected to be completed within next few days.

What does this mean for your Genesys Cloud organizations?

1.      Your Beta organizations will be excluded from the rollback. This will allow you to test out the updated version of the feature when released.

2.      You may have started using Direct routing feature in your production orgs. If you would like to exclude such orgs from the rollback, please send me below mentioned details of your org at hitesh.haran@genesys.com

a.      Your org name to be excluded from the rollback.

b.      Org ID and

c.      Region of your org

We sincerely apologize for any inconvenience caused during the rollout and subsequent pause to the feature release.

------------------------------
Hitesh Haran
Genesys - Employees

Original Message:
Sent: 07-10-2024 12:25
From: David Farrell
Subject: Routing direct to agent - General Availability release

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
------------------------------