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.

Important

The Genesys Web Engagement chat channel is now legacy.

• 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.