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Network Configuration Settings

Corinne's Note: I copied the content on this page from the Administration Guide. It seemed relevant, and there was no such intro content available in the Admin Help.

A Genesys Decisions routing configuration is the combination of Center, Staff, and Contact Types that will need to be identified and maintained for accurate planning. This includes:

  • What is the level of detail that the current planning documents contain?
  • What is the flow of contacts to agents (that is, which agent groups handle which calls/emails/chats)?
  • In what centers are these agent groups located?
  • What is the level of detail that hiring plans need to contain?
  • Do contacts route to more than one agent group?

Genesys Decisions offers multiple configuration options to fit any contact center organization. The configuration can include any or all the below:

  • Inbound Phone
  • Outbound Phone
  • Chat
  • Email
  • Casework

A configuration can be set up as multi-channel for Inbound Phone, Outbound Phone, Chat, Email, and Casework. A configuration can be set up as multi-skill with priority for Inbound Phone and Outbound Phone.

See the following pages for additional information and procedures related to the configuration of network settings:

In addition, see the Genesys Decisions Administration guide.

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This page was last modified on 25 July 2018, at 18:56.