Contents
Sample Designer Application
Genesys Task Routing (GTR) includes a sample Designer application that you can use as a starting point to help meet your custom requirements for task routing. The application also includes a simplified Open Media Routing Data Table (called OPEN_MEDIA_ROUTING_CONFIG) to map the routing tasks based on agent, skill, agent group, and so on.
The sample application performs task routing to agents based on the values configured in the interaction itself and the Open Media Routing Data Table. It has four routing cascades, that occur in the following order:
- GTR routes the task to the requested agent.
- If not, GTR routes the task to an agent with the requested skill.
- If not, GTR routes the task to the requested agent group.
- If not, GTR routes the task to the default agent group.
The application works based on the assumption that all workitems were pre-classified in the third-party system before integrating with GTR for task routing. Each item can be uniquely identified by providing three attributes, such as Level1, Level2, and Customer Segment.
The application allows you to configure an Agent, a Skill Expression, and an Agent Group for the given combination of Level1, Level2, and Customer Segment through the routing table. You can also set default mapping for the interactions with Level1, Level2, and Customer Segment with no values in the Open Media Routing Data Table. If the interactions have more than one row, you can define a default row as routing precedence. You can directly specify the requested Agent, Skill Expression, and Agent Group in an interaction to override the default routing table values.
Prerequisites
Complete the following steps before you get started:
- Create a default agent group named workitems. The sample application uses workitems as the default agent group so if you choose another name, you must update the application to use the new name.
- Configure the third-party pop-up as described in Integrate third-party applications.
Import the application
Contact your Genesys representative to get the sample Designer application and the Open Media Routing Data Table. Once you have the application, follow the steps in the Designer documentation to import the application.
Set up the application
To complete the setup, edit the sample application and click the Initialize header. Set the default value for the overrideKeyName variable — you can get this value from the Transactions Override Attached Data Key in Agent Setup.
Configure the routing table
Once the application is imported, you can find the OPEN_MEDIA_ROUTING_CONFIG table under Business Controls > Data Tables.
JM: Edited up to this point. where the
- Level1, Level2 and Customer Segment form a compound key.
- Agent, Skill Expression and Agent Group are searchable values of table.
Customized values can be added as new row in the Routing table. If the values are not available, the Routing table picks the value from the default mapping.
Main Flow
Input Values
All workitems in third party system are assumed to be pre-classified by Level1, Level2 and Customer Segment. All workitems should have the following attributes populated as:
- GTR_level1 - Level1 name.
- GTR_level2 - Level2 name.
- CustomerSegment - Customer Segment.
If no values are given for Level1, Level2, and Customer Segment, a default mapping is used (see Routing Table Configuration).
You can also directly specify requested Agent, Skill Expression, and Agent Group in interactions to override the default Routing table values. Populate the following attributes to override the default values.
- GTR_requestedAgent
- GTR_skillExpression
- GTR_requestedAgentGroup
Initialize phase
- Read variables from interaction userdata block is responsible for two things such as:
- To read Level1, Level2 and Customer Segment from an interaction.
- To write the following KVP to an interaction userdata for supporting media type specific third party application pop-up in Web Services and Applications:
- overrideKeyName = thirdPartyIntegrationListObject (by default - "overrideKey = 'GTR_3rdPartyIntegration'").
- The Segmentation checks "if no Agent, Skill or Agent Group provided with an interaction".
- The Application tries to read the missing parameter from OPEN_MEDIA_ROUTING_CONFIG data table through the configured values Level1/Level2/Customer Segment ( through "Read by Level1/Level2/Customer 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 iteration is not successful, application tries to read the missing parameter from OPEN_MEDIA_ROUTING_CONFIG data table by _ANY-LEVEL1_/_ANY-LEVEL2_/_ANY-SEGMENT_ ("Read defaults from Data Table" block).
- After checking parameters, there are three independent Segmentation blocks to check that "no Agent/Skill/Group requested in interaction" and no setting value configured in Data table.
Assisted Service Phase
There are four routing cascades followed in the given order.
- Routes to the requested Agent.
- Routes to an Agent with the requested Skill
- Routes to the requested Agent Group
- Routes 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. You can also set another default group name here to suit your custom needs.
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 Level1/Level2/Customer Segment basis.
Note: Values below 120 seconds are not recommended.