Routing Strategy

A set of decisions and instructions that are created in Interaction Routing Designer (IRD) and that tell Universal Routing Server (URS) how to direct incoming customer interactions under different conditions. Can be contained in an Interaction Workflow. Can use subroutines, routing rules, business rules, attributes, interaction data, statistics, schedules, lists, and macros. Can apply logic (for example, segmentation, conditional branching, and so on). Can deliver the interaction to an agent or another target type, such as an ACD queue, agent group, campaign group, destination label (DN), place, place group, queue, group, routing point, skill group, or variable.

For More Information Routing Strategies for Sensitive Data In the eServices Digital Administration 8.5.1 Privacy Manager Plug-in for GAX Routing Strategies for Sensitive Data In the eServices Digital Administration 8.5.3 Privacy Manager Plug-in for GAX Routing Strategies for Sensitive Data In the eServices Digital Administration 9.0.0 Privacy Manager Plug-in for GAX Managing Sensitive Data In the Genesys Engage Digital (eServices) 8.5.1 eServices Administrator's Guide Operational Parameter Management In the Genesys Administrator 8.1.4 Genesys Administrator Extension Deployment Guide Screening Rules In the eServices Digital Administration 8.5.0 eServices Manager Plug-in for GAX

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