Provisioning Call Segmentation

Call segmentation in Genesys Cloud Connect allows you to route customer calls based on Salesforce data. Let's say your Customer Service department wants to segment calls according to service level agreement (SLA). With a routing template configured to request the caller's account number, Cloud Connect can locate the correct record in Salesforce and then route the call based on the value it finds in the SLA field. Platinum accounts can go to one skill or queue, Gold accounts to another, and so on. Using this example, the following section explains the call segmentation parameters and then provides Implementation Tips. Note that before configuring call segmentation you must authorize Cloud Connect to access Salesforce data (also known as "enabling data lookup").

Call Segmentation Routing Parameters

Template 8, Play Greeting, Segment Caller, and Route to Specified Destination, is the routing template that provides call segmentation. Find and open it using the instructions in Configuring Your Routing Template.  

In the Play Greeting parameter, you can select the recording that callers should hear when the call is answered. Next, in the Collect Digits parameter, select two files:

• Input Request Message. The message where you ask callers to provide input and press the pound key. In our example, this message would request that callers enter their account number. The input request can be a maximum of 31 digits.
• Invalid Entry Message. The message that tells the customer an error occurred and asks them to try again. Conditions that trigger this message include partial entries and a time out after 60 seconds. Note that if the customer enters digits in the correct format but Cloud Connect does not find a record associated with that number, the Unknown Caller message plays instead.

The Lookup Data from Input parameter has three fields that allow Cloud Connect to locate and pop the record:

• Select the Object associated with the query. In our example this is the Account object.
• Select a Query field to locate the record. In our example the query is the AccountNumber field. 
• Select a Segmentation field to segment and route calls. In our example this is the SLA_c (SLA) field. 

In the Segment the Call parameter, enter Segmentation field values and the skill, queue, or message where you want them routed. In our example, the SLA field has three values: Platinum, Gold, and Silver. Also select an Unknown Caller message that tells customers their record wasn't located, then choose where these callers should be routed.

Implementation Tips

• User input is limited to 31 digits. 
• Ensure that agents have permission to view and edit the object and records that will be popped. In our example agents need permission to view accounts. If you're using a custom object, agents need permission to view and edit that object. 
• If you're using a custom object, modify the softphone layout to ensure that records on the custom object can be popped. You can find the layout in Salesforce setup under Customize > Call Center > Softphone Layouts. For more information see Setting Up Your Call Center. 
• To determine how call segmentation will influence your Salesforce API usage limits, consider the following information and example. For an Enterprise edition with ten Salesforce licenses, the API request limit is 10,000 requests per day (10 licenses x 1,000). Each instance of call segmentation uses one API request, and on average each of your agents uses about four requests per day logging in and out. Therefore, if your 10-agent call center were to segment 5,000 calls on one day, your API usage is only about half your allotment. (5,000 API requests + 4 requests for each of your ten agents = 5,040 requests from your 10,000 limit). The calculation of the API request limit based on user license is designed to allow sufficient capacity for your organization. For a list of the usage limits for all editions and information on purchasing additional API requests, consult the Salesforce online help.