Blog Archives for category Routing

Exporting a Genesys Routing Strategy

Export Genesys Routing Strategy as Package In the Strategies List, select the name of the strategy that you want to… Continue reading »

Exporting a Genesys Routing Strategy

Export Genesys Routing Strategy as Package In the Strategies List, select the name of the strategy that you want to… Continue reading »

Report Abandoned calls in Routing Strategy

Last month, I attended workshop from Genesys and BT  and found an interesting trend. One of the customer shared that they… Continue reading »

Report Abandoned calls in Routing Strategy

Last month, I attended workshop from Genesys and BT  and found an interesting trend. One of the customer shared that they… Continue reading »

Virtual Queues and Clear Target Option

In this post, we will see what clear target option is and how it impacts call routing and reporting. What… Continue reading »

How Virtual Queue works?

What is Virtual Queue? Virtual Queue is a logical queue where an interaction is queued if the target is not… Continue reading »

How to configure the Store to Database option in IRD

Here is what to do: 1. Run Sql script against configuration Database. ird_create_tables_sql 2. Created a New DBServer Application in CME… Continue reading »

How to attach Call Start time in the Routing strategy

This is only an example. You will need to test this to see if it satisfies your requirements… All variables… Continue reading »

How do we peg a VQ without going through a target?

Select VQ in target block with timeout of 0 and a dummy place selected for routing. Will get a peg… Continue reading »

transition time: Configuration Parameter for Routing

“transition_time” is the important configuration parameter for Genesys routing solution. It defines the minimum time URS waits between routing the… Continue reading »