A site refers to the part (or the whole) of the contact-center resources that are structured to be administered and/or reported on as a separate unit. Multi-site implies an external routing capability. Genesys supports routing across the contact center. Multiple sites—and all available agent resources—serve as one virtual contact center. Interactions are routed according to business criteria and best available agent, regardless of location. Genesys T-Servers support switches that transfer interactions between sites, and therefore you can route interactions to contact centers at different sites, and between different departments at different sites. The results are reduced administrative expense and increased workforce flexibility.
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