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Glossary:Business Process

In Interaction Routing Designer (IRD), a set of objects (mainly queue and routing strategies) that are available for use in constructing interaction workflows. Objects in business processes function in an interaction workflow only if you have placed them into a workflow and connected them to at least one other object in that workflow.

When you use Genesys eServices, IRD provides an Interaction Design window for creating business processes. A business process directs incoming interactions through various processing objects (such as queues and routing strategies) with the goal of delivering an appropriate response to the customer. For an e-mail interaction, an appropriate response might involve sending an e-mail message that answers the customer’s questions. For a chat interaction, an appropriate response might involve mailing product brochures to the customer.

Genesys supplies sample business processes in its eServices Interaction Workflow Samples component. These include sample queues, views, and routing strategies.


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This page was last modified on June 9, 2014, at 15:46.