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Configuring Specific Features

Genesys Web Engagement includes additional features that you can configure to enable the following functionality:

  • Pacing Algorithm—Configure this algorithm to help keep a balanced workflow in your contact center by aligning the generated Web Engagement invites with the agents you have available for both proactive and reactive traffic.
  • Chat Channel—Manually configure the Web Engagement Server and Chat Server to support a chat channel or specify chat as the default channel of engagement.
  • Web Callback Channel—Manually configure the Web Engagement Server to support a web callback channel or specify web callback as the default channel of engagement.
  • GeoIP Information—You can configure Web Engagement Server to collect information about a visitor's IP address, as well as converting this information into the visitor's geolocation coordinates.

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This page was last modified on 29 February 2016, at 16:08.