Genesys Task Routing

This page provides a high-level overview of Genesys Task Routing and the steps you must complete to implement it for your contact center.

Genesys Task Routing allows you to submit Workitems to Genesys from an external source, such as Salesforce or NetSuite. Once these external Workitems are entered in the Genesys system, you can treat them like other Genesys interactions. For example, you can route Workitems to the best-skilled agent using a Designer application. You can also get interactions that were processed by an agent in Agent Desktop, including automated third-party application screen pop. Reporting is also available through GCXI.

Genesys Task Routing is integrated with other Genesys solutions and it can support blended agents handling chat, email, voice and so on, at they same time they're managing Workitems.

At a high level, you'll need to complete the following steps to implement Genesys Task Routing:

Use the Open Media API to submit Workitems to Genesys. You can also use this API to get, update and stop submitted Workitems.
Configure a Capture Point (service) in Agent Setup.
Define the routing application in Designer.
Associated the Capture Point and routing application in Designer. **Note:** You can associate more than one Capture Point with the same routing application.

Getting started

Important

You should be able to complete most of the steps below on your own, but sometimes you'll need help from Genesys. We'll let you know if a task requires extra help from a Genesys representative.

Complete the following steps to implement Genesys Task Routing.

Define agents and agent groups

Use Agent Setup to define agents and agent groups, and make sure to enable the Open Media channel for the agents.

Next, work with your Genesys representative to define a capacity rule and then assign it in Agent Setup.

Configure Agent Desktop

You should go through the normal process to configure any necessary desktop options for the agents in your call center.

Pay special attention to the following options:

If you want to prevent agents from declining incoming Workitems, disable the Decline option for Open Media.

Genesys recommends disabling the Mark Done button to ensure the task is completed only from the third-party application.

Create a Capture Point

Create a routing application

Link the routing application and Capture Point

Integrate third-party applications

Provision one or more Capture Points and associated routing applications

Create Capture Point in Agent Setup

Create a Capture Point AKA service using Agent Setup

Important

You will need AWS API KEY and REST Capture Point API endpoint to use GTR. This information is displayed by Agent Setup for each Capture Point.

Create routing application in Designer

You can create and customize almost anything in routing application in Designer. See Designer documentation for full Designer capabilities.

To simplify start effort, you can see one of the possible scenarios in GTR sample Designer application.

Link routing application in Designer

Link routing application to Capture Point in Designer

Integrate third-party application(s) with Genesys using REST Capture Point and Web Services and Applications JS API

A third-party application should be capable to create, update, and stop workitems. GTR is developed under the assumption that the third-party application holds the master of records for routing workitems. The third-party application can interact with GTR through REST Capture Point and Web Services and Applications JS API.

REST Capture Point allows to create/update/stop/retrieve workitems (see API (TBD docwriter add link to API doc) for full list of functions) and is protected via AWS API Gateway api key (See provisioning information above).

To integrate with GTR, you need to develop third-party system adapter that can create and stop workitems. It should also update and retrieve information about workitem if needed.

The typical workflow is as follows:

Third-party application creates workitem through REST Capture Point
Third-party application updates and or retrieves interaction through REST Capture Point (if needed)
Third-party application stops interaction

There are two ways for third-party application to stop interaction

Implicit (See Enabling integration of web applications in the agent interface and Open Media API Reference for details.)
- Stopping by invoking Mark Done through Web Services and Applications JS API (See API reference)
- It may also be desirable to set Disposition Code through Web Services and Applications JS API (See API reference)
Explicit - stopping via REST Capture Point
- This functionality requires additional configuration from Genesys - contact Genesys Customer Success for further information.

Recommended integration configuration is to disable the Mark Done button in Web Services and Applications, and invoke Mark Done through Web Services and Applications JS API.

Contact Genesys Customer Success to obtain sample application using REST Capture Point API and Web Services and Applications JS API.

Configuring GTR to perform third-party application screen pop-up in Web Services and Applications

GTR allows you to enable a third-party application screen pop-up inside Web Services and Applications user interface when Agent accepts a task. There are two ways to do it:

Pop-up third-party application screen for all media types
Pop-up third-party application screen for workitem only

Pop-up third-party application screen for all media types

This approach works well when third-party application screen needs to be popped for all media types when agent is handling only workitems.

See Agent Setup documentation for that.

Pop-up third-party application screen for workitem only

This approach works well when agent is handling multiple media types and third-party screen needs to be popped only for workitems. This approach requires support in routing application. See GTR sample Designer application

Work with Genesys Customer Success to setup third-party application screen for workitem only.

API doc

See TBD docwriters: Add link to open media API documentation

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