About routing

Learn about Basic routing / IVR fair use policy pricing.

• Basic routing / IVR fair use policy

Understand how interaction routing works. Learn about configuring interaction routing, including routing methods, queue configuration, skills-based routing, and more.

• About interaction routing (ACD)

Using the Genesys Cloud work automation, you can define tasks, automate their flow according to a pre-defined process, and track their performance.

• About work automation

Create, configure, and manage schedule entries, including recurrence type and time span definitions. View and access the schedule groups that include a particular schedule.

• Schedules
• Create a schedule
• Edit a call routing schedule
• View schedules or schedule groups associated with a schedule
• Delete a schedule

Use schedules with schedule groups to allow more flexibility in how your organization manages routing hours. Schedule groups allow you to combine multiple schedules and associate them to a singular routing definition. Assign the schedules into a designated time zone and group them by type.

• Schedule groups
• Create a schedule group
• Update a schedule group
• View schedules or schedule groups associated with a schedule
• Delete a schedule group

Map a call flow to a dialed address, choose regular and emergency routing schedules, view a list of active call flows and the telephone numbers or addresses associated to them.

• Call routing overview
• Add a call route
• Manage a call route

Map an inbound message flow to a dialed address, choose regular and emergency routing schedules, view a list of active inbound message flows and the provisioned inbound numbers or addresses associated to them.

• About message routing
• Add an inbound message route
• Manage an inbound message route

Create an emergency group and associate it with an interaction route to quickly and efficiently turn on functionality that modifies routing behavior during unplanned or semi-planned critical events. Use the activate and deactivate feature to test functionality prior to an actual emergency.

• Emergencies
• Add an emergency group
• Manage an emergency group
• Activate or deactivate an emergency group

Store data locally and ensure that Architect can access it within an interaction. Use data tables to access data sets larger than allowed by a switch statement.

• Work with data tables
• Create a data table
• Manage a data table
• Data Table Lookup action

Use flow outcomes and milestones to gather data about self-service success. This information helps determine how well Architect flows service the customer interaction.

• Add a flow outcome
• Edit a flow outcome
• Initialize Flow Outcome action
• Set Flow Outcome action
• Add a flow milestone
• Edit a flow milestone
• Add Flow Milestone action
• Flow Performance views overview
• About reports, views, and dashboards