Series: Web chat to web messaging migration guide

  • Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital license
  • Web Deployments Configurations All permission
  • Web Deployments Deployments > All permission
  • An inbound messaging flow

Agents receive interactions based, in part, on queue assignment. Queues are channel-agnostic, so you can continue to use the same queue objects that define web chat to also distribute web messaging interactions to your agents.

Before you begin

Review the following articles:

Feature impact

The web chat to web messaging migration impacts analytics for queue-specific reports, and estimated wait time calculations.

Analytics and reporting

Supervisors can filter queue-specific reports based on media type: chat versus message.

Estimated wait time (EWT)

Existing APIs used for Estimated Wait Time (EWT) calculations are available across all media-types, including chat and message. The EWT APIs allow you to filter results based on media type such as call, chat, and message, but you cannot distinguish across message-type, such as SMS, WhatsApp, web messaging.

Steps to take

Each queue includes channel-specific tuning that already exists in your chat channel. Ensure that the message channel includes the same configuration as chat for these metrics:

  • Service level and service level target
  • Alerting timeout
  • Default script

Chat metrics

Message metrics