About direct routing
About direct routing
Genesys Cloud routes incoming calls, SMS, and email messages through ACD to a designated agent directly.
Set up Architect flows
Learn how to set up your call, email or message flows in Architect for direct routing.
Set up queue configuration
Learn how to setup direct routing and the backup options for a direct routing agent.
Understand how agents work with direct routing
Learn to use your direct routing preferences to define the routing logic based on the actions that happen on the flow, and route emails using Architect and Genesys Cloud.
Analyze direct routing interaction data
View the details and performances of in-progress and completed interactions.
- Agents Interactions Detail view
- Agents Performance Summary view
- Agents Performance Detail view
- Agents Queues Detail view
- Campaign Interactions Detail view
- Interactions view
- My Interactions view
- My Performance view
- Queues Agents Detail view
- Queues Interactions Detail view
- Queues Performance Summary view
- Queues Performance Detail view