About direct routing

AI-generated summary

Genesys Cloud direct routing enables routing interactions directly to dedicated agents as ACD interactions, bypassing queue wait times while maintaining full ACD functionality. The system supports calls, SMS, and email messages through ACD routing with backup agent or queue mapping options. Key features include Architect flow configuration capabilities, custom data actions, and specific actions like Play User Greeting, Play User Name, and Transfer to ACD. The platform offers comprehensive queue configuration options, allowing agents to set routing preferences and backup options through desktop apps (Mac and Windows) and web interfaces. Performance monitoring and analysis tools include detailed views for agent interactions, campaign data, queue performance, and personal metrics through various dashboards like Agents Performance , Queue Detail views, and My Performance view

Using Genesys Cloud direct routing, you can route an interaction to a dedicated agent as an ACD interaction. All the features of an ACD interaction are available, yet the interaction does not wait on the queue to be answered. Agents can also map a backup agent or queue to handle an interaction in their absence. Use performance reports to view the interactions routed via direct routing and the associated metrics.