Genesys Chat Routing

When customers can’t find the answers they need on your website, they want to speak with someone who answer their questions in real time. Online consumers prefer web chat over other channels of communication. Failure to offer a live chat option results in lost sales and lower customer experience scores.

With just a single click, Genesys Chat Routing provides your digital customers immediate access to live help. And because Genesys Chat uses skills-based routing, chat requests can be intelligently routed to the individual best equipped to help.

The web chat channel is an invaluable tool for communicating and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support. With this solution, Genesys improves handle time, first contact resolution, agent utilization, and customer satisfaction.

The customer can request a chat session with an agent from the company’s website on a specific topic. The request is routed to the best available agent, depending on the subject and the agent skill. The agent is provided with the customer context (requested subject).

Business Logic

Business logic and rules determine the distribution of chat requests and the standard responses agents can use. Distribution depends on a combination of agent skill and availability.

Distribution Logic

The chat widget includes several settings. For more information on each option, see Web chat in the Genesys Cloud CX Developer Center.

Standard responses

In the response library window, the UI displays responses to the agent. The agent can search for responses using keywords. Standard responses are generated by the customer for specific scenarios or steps of the chat flow.

Operational hours

Operational hours should be configured on the customer’s webpage. The chat initiation functionality should not appear to a customer outside business hours.

Additional Functionality

The following lists additional functionality for the distribution logic:

• At every step, the distribution logic looks for agents with a) the requested skill and b) a skill level within the boundaries of maximum and minimum required skill levels.
• Reroute on no answer functionality: If an agent does not accept the chat interaction, after a timeout the chat interaction automatically returns to ACD. The agent is set to Not Responding
• Blending with other media types is possible. Priority settings for chat interactions are configurable to enable proper priority ranges between different interactions and media types. Utilization rules are configured at the system level to define which interactions, if any, can be handled in parallel.

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Real-time Reporting

Genesys Cloud CX standard Analytics Views and Reports can report on “Chat.” The following views are available for Web Chat:

• Interactions –> Detailed view of what happened to a conversation
• Queue Activity –> Real-time view of activity that is currently happening in queue
• Queue Performance –> Historical Performance Data based on Queue and other key data elements (skill, language, etc.)
• Agent Performance –> Historical Agent Performance data
• Skill Performance –> Historical Skills Performance data

These views can also show data specific by “Chat.” Besides the various available views, Genesys Cloud CX also comes with a set of canned responses.

Historical Reporting

See Real Time Reporting.

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• Genesys customers handle the integration of the solution into their website.
• Customers are responsible for creating their own automated responses within Admin.

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V 1.0.2 last updated February 10, 2023