Voice channel

Configure voice channels

1. Enter the service level percentages and targets for the voice channel.
2. (Optional) Use alphabetical, numeric, or alphanumeric combinations to set up the caller ID display for outbound calls placed on behalf of this queue:
   
   1. Under Calling Party Name, type the name you want to display for the call recipient.
   2. Under Calling Party Number, type the alphanumeric combination you want to display for the call recipient. 
   3. Check the Use Direct Routing DID Address to use the number when a direct routing agent dials a customer.
   4. Enable Auto answer to automatically connect the interactions of this voice interaction to the agent. An alerting timeout to the incoming interactions is not applicable in this case and therefore the option is not available to be set. However, agents receive an audio alert when a new interaction is connected. For more information about how an individual channel-level setting works, see Auto answer incoming interactions.
3. Under Alerting Timeout, enter the number of seconds for an alert to display before timing out. 
4. (Optional) Under In-Queue Flow, select a previously defined Architect in-queue flow to set as the standard behavior for the queue.
   
5. (Optional) Under Default Script, select a published script to display when no default script appears in the application, for example, Architect or Campaigns.
6. (Optional) Under Whisper Audio, set up options that let an agent know before connecting to the caller as to which queue the caller entered:
   
   1. To play whisper audio only for agents who have auto-answer enabled by the administrator, select Only play whisper audio if agent is configured for auto-answer. If no whisper prompt is configured on the queue or in the Architect flow and auto-answer is enabled, an audio tone plays. For more information about how to enable auto-answer for agents, see the Phone tab in Edit user configuration data.
   2. To play whisper audio for all agents, select Play whisper audio for all agents.
   3. Under Whisper Prompt, use search to locate the Architect user prompt you want to use for whisper audio. The system displays the length of the prompt, in seconds, for each configured language or any configured text-to-speech.
      
      Note: You can edit the default whisper audio or upload a different audio of your choice. For more information, see Modify the default whisper prompt. 
   4. To open the selected prompt, click Edit/View Prompt. Architect opens the User Prompts page, where you can view and edit the prompt; for example, re-record the audio prompt or add text-to-speech.
   5. If you chose to edit the prompt, click Refresh Prompt to review updated information about it.
7. To allow voice recording while the caller is waiting in the queue, enable Continue voice recording during queue wait. When you disable this option, recording is suppressed during the wait time; recording resumes when the interaction with an agent begins. In addition to this configuration, to allow voice recording at the queue level, you must enable voice recording on the trunk. 
8. (Optional) Enable Voice Transcription.
   
   Note: When the Continue voice recording during queue wait option is disabled and the Voice Transcription option is enabled, voice transcription is enabled only during the conversation between the agent and the caller.
9. (Optional) Enable Audio Monitoring. Use this feature to send queue audio to configured AudioHook Monitor integrations.
   Note: When the Continue voice recording during queue wait option is disabled and the Audio Monitoring option is enabled, audio monitoring is enabled only during the conversation between the agent and the caller.
10. To set custom hold music when the agent puts the call on hold, under Hold Audio, use search to locate the Architect user prompt you want to use for hold audio. This overrides the music that is set at organization level. 
    
    Note: When an agent transfers the call to a different queue, Genesys Cloud activates the music set on the destination queue.
11. Click Save.

Chat and message channels

Configure chat and message channels

1. Under Service Level, use the slider to select the service level percentages for this channel.
2. Under Service Level Target (Seconds), enter the service level target, in seconds, for this channel.
3. Enable Auto answer to automatically connect the interactions of this digital channel to the agent. An alerting timeout to the incoming interactions is not applicable in this case and therefore the option is not available to be set. However, agents receive an audio alert when a new interaction is connected. For more information about how an individual channel-level setting works, see Auto answer incoming interactions.
4. To play an audio alert for an auto-answered interaction for an unparked interaction, or for a timeout in case of a manual answer, enable Audio Duration.
5. Under Alerting Timeout (Seconds) for Manual Answer, enter the number of seconds for an alert to display before timing out. This field is hidden if you enabled the auto-answer option.
6. Under Dynamic utilization, select Dynamic utilization.
7. Configure one or more weight reduction rules by specifying:
   
   • The inactivity interval.
   • The percentage by which the interaction weight is reduced after that interval.
     Note: Each rule replaces the previous weight, always as a percentage of the original base weight so it might be useful to mention this to avoid any confusion.
8. Under the Duration of the sound being played box, enter the duration for which the sound is to be played during the alert.
9. Under Default Script, optionally select a published script to load.
10. (Optional) Message channels only: In the In-Queue Message Flow area, select a previously defined Architect in-queue message flow to set as the standard behavior for the queue.
11. To allow agents to send an outbound message on behalf of the queue, configure the following required channel:
    1. Outbound message channels: Under Outbound SMS Number, search and select the appropriate SMS number to assign to the message channel.
    2. Outbound WhatsApp message: Under Outbound WhatsApp Integration, select the WhatsApp integration to assign to the message channel.
    3. Outbound message channels: Under Outbound Open Messaging Integration, select the Open Messaging integration to assign to the message channel.
12. To better represent an agent's actual utilization, configure the next steps when a messaging conversation becomes inactive. A conversation is considered inactive when either the agent or the user stops responding during the conversation for the period configured. To disconnect or to route an inactive conversation to a different flow, under Inactivity handling, select the messaging channels to which this configuration must apply. Configure the following settings:
    1. Time - Set a period between one minute and 30 minutes. The conversation is not disconnected exactly at the expiry of the time that you set. Genesys Cloud disconnects or routes the conversation to another flow a few seconds earlier or later than the time set. 
    2. Select Action - Choose one of the following actions:
       • Disconnect - The conversation ends with a sign-off message and the agent is directly taken to the after-call work page to wrap up the conversation. The agent is then available to take the next waiting conversation. 
       • Route to Architect Flow - Set the messaging flow to which the conversation must be routed after the conversation becomes inactive. When the conversation becomes inactive, the conversation is disconnected.
13. Click Save.

Email channels

Configure email channels

1. Under Service Level, use the slider to select the service level percentages for this channel.
2. Under Service Level Target (Seconds), enter the service level target, in seconds, for this channel.
3. Enable Auto answer to automatically connect the interactions of this digital channel to the agent. An alerting timeout to the incoming interactions is not applicable in this case and therefore the option is not available to be set. However, agents receive an audio alert when a new interaction is connected. For more information about how an individual channel-level setting works, see Auto answer incoming interactions.
4. To play an audio to alert of an auto-answered interaction and of a timeout for manual answer , enable Audio Duration.
5. Under Alerting Timeout (Seconds) for Manual Answer, enter the number of seconds for an alert to display before timing out. This field is hidden if you enabled the auto-answer option.
6. Under the Duration of the sound being played box, enter the duration for which the sound is to be played during the alert.
7. Under Outbound Email Address, specify which email address to use for emails sent from this queue: 
   
   1. Under Outbound Email Address, select the appropriate email address the recipient sees when receiving the outbound email.
   2. Under Email Domain, select the appropriate domain from which to send the email address.
8. (Optional) Under In-Queue Email Flow, select a previously defined Architect in-queue email flow to set as the standard behavior for the queue.
9. (Optional) Under Default Script, select a published script to display for email interactions.
10. To assign multiple email addresses to the queue, click Manage Addresses, and select the required email addresses. The domains and email addresses you have configured for the org are available for selection. The addresses you select here are available for the agent to choose when sending an email. For more information about how to add domains and email addresses, see Use the organization’s email domain name.
    1. To set a specific email address as the default email option, select the Default option against the email address. When the agent does not specifically choose an email address while sending an email, Genesys Cloud sends the email from this email address. For replies, the route that the email came in on, is the default.
       
       Note: The Interactions View displays the default From Address assigned to the queue, even if the agent selects a different one. To know the email address that the agent used, drill down into the interaction details and open the Transcript tab.
11. Click Save.

Callback channels

Configure callback channels

1. Under Service Level, use the slider to select the service level percentages for this channel.
2. Under Service Level Target (Seconds), enter the service level target, in seconds, for this channel.
3. Under Callback Type, select who will receive the callback first:
   • Agent First: By default, all callbacks reach the agent first. The system dials the customer after an agent answers the callback.
   • Customer First: The system places all scheduled and in-queue callbacks when it reaches its Position in Queue. The system connects the call to the agent only after a customer answers the callback and the in-queue messages are played. Customer first callbacks avoid agents waiting for a customer to answer the call and ensures better agent utilization.
4. Under Agents can schedule a callback in advance for, use the up and down arrows to define how far in advance agents can schedule their owned callbacks. The minimum time is one hour; the maximum is 30 days.
   
   Note: If an agent owns a callback and is not available after the ownership period expires, the callback is removed from the queue and is disconnected.
5. Configure the callback setting based on the Callback Type you set.