About direct routing

Feature rollback: This feature has been temporarily rolled back. Please check Genesys Cloud - Features coming soon for updated availability information.

Using Genesys Cloud direct routing, you can route an interaction to a dedicated agent as an ACD interaction. All the features of an ACD interaction are available, yet the interaction does not wait on the queue to be answered. Agents can also map a backup agent or queue to handle an interaction in their absence. Use performance reports to view the interactions routed via direct routing and the associated metrics.

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.