Routing 101

Make sure every interaction reaches the right agent

Smart routing is more than just sending each customer interaction to any available agent as quickly as possible. You may want to optimise for speed, of course, but orchestrating the smoothest and best customer journey possible demands more. That’s why the Genesys Cloud platform offers a number of different routing methods to meet the unique needs of each and every contact centre.

Watch the Genesys Cloud routing demo and learn the five routing types available within the platform. See how they’re used, when they’re best to be used, and how each one can break down silos and improve the customer and employee experience alike.

Highlights:

• Use data, machine learning and historical insights with Predictive Routing to personalise customer interactions and optimise metrics in real time.
• With Standard Routing, you can base decisions on priority, time of day, percentage, or map across multiple channels.
• Bullseye Routing can prioritise based on agent skills and knowledge — when the best person for the job isn’t available, automatically shift to the next most expert agent on the subject.
• Route to a specific predetermined pool of agents based on criteria that you determine with Preferred Agent Routing.
• With Conditional Group Routing, share groups of agents between different queues based on rules you set so that agents from other queues can help handle high volumes in your main queue and more.