Sample Designer application

Genesys Task Routing (GTR) is provided along with the sample Designer application which can be used out-of-the-box or customized for user's needs. Sample Designer application also includes OPEN_MEDIA_ROUTING data table holding the mappings used for task routing.

GTR sample designer application (the application) performs routing to agent based on data provided in interaction and Routing Table. It has four routing cascades as follows:

First tries to route to the requested Agent.
If not, tries to route to an Agent with the requested skill.
If not, tries to route the requested Agent Group.
Finally, tries to route the default Agent Group.

The application runs based on the assumption that all workitems are pre-classified in third party system by department, process, and customer segment before submission to GTR.

The application allows you to configure an Agent, a Skill Expression, and an Agent Group for the given combination of Department, Process and Customer Segment through Routing Table. You can also set default mapping for the interactions with no mapping or more than one mapping for Department, Process and Customer Segment. You can also override the configured mappings by providing a new Agent, a Skill Expression, and an Agent Group within interactions.

Setup

Prerequisites

Create default Agent Group named "workitems". You can choose any name and the same value is configured in the designer application. (see here: Add link to AssistedServicephase > Route to the default Agent Group)
Configure third party popup as described here

Sample Designer Application

Click on "Initialize" header to perform an initial setup. Set a default value for "overrideKeyName" variable. It can be obtain either from:

GAX\CME
1. Open Configuration -> Applications - > CloudCluster -> Application Options
2. Check the value of the option interaction-workspace \ interaction.override-option-key
3. If this option has empty value, set it to 'overrideKey' (default value in GTR designer app)
Agent Setup
1. The variable is available under Contact Center Setting or Agent Group Detail -> Desktop Option -> Global Login -> Transactions Override Attached Data Key (field)

How to import

Sample Designer application is delivered along with Open Media Routing Data Table as a single file - gtr-designer-app.dar.

Please refer to the Designer documentation to know how to import application: [[1]]

Routing Table Configuration

After successful import operation, the OPEN_MEDIA_ROUTING_CONFIG table is available under Business Controls > Data Tables.

Below is the sample of this table:

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where the Department, Process and Customer Segment form a compound key. Agent, Skill Expression and Agent Group are searchable values.

According your businees needs and strcture, add data to this table with valid values. Only one row for Department/Process/Customer Segment is supported. If the values are not available, application uses the default mapping.

_ANY-DEPARTMENT_/_ANY-PROCESS_/_ANY-SEGMENT_ row is the default mapping of Routing Table. DO NOT change its key column values, otherwise the default mapping won't be found in the Routing table. In default mapping is not required, you can leave Agent/Skill Expression/Agent Group fields blank.

Main Flow

Input Values

All workitems in third party sytem are assumed to be pre-classified by department, process and customer segment. The following workitems should have the following attributes populated:

GTR_departmentId - department name
GTR_processId - process name
CustomerSegment - customer segment

If no values are provided for department, process, and customer segment, a default mapping is used(see Routing Table Configuration).

User can override mappings providing agent/skill/group along with an interaction userdata:

GTR_requestedAgent
GTR_skillExpression
GTR_requestedAgentGroup

Initialize phase

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Read variables from interaction userdata block is responsible for two things:
1. read Department, Process and Customer Segment from an interaction
2. write the following KVP to an interaction userdata to support media type specific 3rd party application pop up in WWE:
  1. overrideKeyName = thirdPartyIntegrationListObject (by default - "overrideKey = 'GTR_3rdPartyIntegration'")
Then Segmentation checks "if no Agent, Skill or Agent Group provided with an interaction". Application tries to read the missing parameter from OPEN_MEDIA_ROUTING_CONFIG data table by provided Department/Process/Segment ("Read by Dept/Process/Segment from Data Table" block). If key is not available or more than 1 row is available, Data Table block sets the isSearchValid and searchRowsCount variables.
If previous search is not successful, application tries to read the missing parameter from OPEN_MEDIA_ROUTING_CONFIG data table by _ANY-DEPARTMENT_/_ANY-PROCESS_/_ANY-SEGMENT_ ("Read defaults from Data Table" block).
After checking parameters, there are three independent Segmentation blocks checking that "no Agent/Skill/Group requested in interaction" and no setting value configured in Data Table.

Assisted Service Phase

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There are four routing cascades:

Route to the requested Agent
Route to an Agent with the requested Skill
Route to the requested Agent Group
Route to the default Agent Group

The first three routing cascade are presented as a sequence of Segmentation block performing null check and Route Digital block performing routing.

The last cascade Route to the default Agent Group uses "workitems" Agent Group by default. If you want to use another default group name, you must set it here.

All Route Digital blocks uses default 120 seconds timeout. You can adjust this value and enhance Routing Table and application to specify timeouts on per department/process/segment basis.

Note: Take into account the fact that the time required for an agent to click on "Accept" or "Reject" button in WWE is also included into this timeout. If you set 2 seconds, your agent won't be able to click on Accept button before timeout would expire. Values below 15 seconds are not recommended.

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