Skip to main content

Genesys Cloud

On Genesys Cloud, an appointment is routed to the assigned agent based on the user attached data field context.auvious.agentUserId.

You can also route a appointment to a queue.

info
  • When you create an appointment from the agent interface, it is routed to an agent. You need to follow steps 1 and 2 below to set this up.
  • When you create an appointment from the widget, it is routed to a queue. No specific architect flow is needed for this to work. You will still need to do Step 3 and create a deployment key.

1. Configure a queue

A queue configured with 'Preferred Agent Routing' as the Routing Method with members all the agents that will handle video calls from appointments. Example Queue At this point you can customize for how much time you want to try routing to the preferred (assigned) agent, before timing out. You may also customize Timeout Routing Method according to your needs, or leave the default value, which fallback to 'Standard Routing' in case the assigned agent doesn't answer within

2. Configure a flow in architect

  1. An Inbound Chat flow which will create a preferred agents list with a single entry with the value of "auvious.agentUserId" and a high score, e.g. 100.

Example Flow 1

Example Flow 2

The flow shown in the pictures above consists of a 'Get Participant Data' action, which will put auvious.agentUserId into the State.auviousAgentUserId variable, and a 'Transfer to ACD' action, which will create the preferred agents list as shown in the latter picture, and route the call to the queue created at the previous step.

Steps to create the flow

  • Go to architect, on flows select Inbound Chat and click on Create
  • At any part of the flow (ex at the start), click the 3 dots and select toolbox -> Data -> Get participant Data
  • on Attribute Name 1 type context.auvious.agentUserId
  • on Variable to assign 1 type State.auviousAgentUserId
  • Close this panel and on the 3 dots select Toolbox -> Transfer to ACD
  • Select the queue you would like to transfer the call to
  • On the Preferred agents click the arrow on the right and select Expression.
  • Click the Open large expression editor, the button that is to the left of Σ.
  • Paste this
MakeList(
MakeAgentScorePair(
FindUserById(State.auviousAgentUserId),
100
)
)
  • Close the panel and click Save on the top left
  • Click Publish

3. Configure a widget deployment

Based on the chat-mode selected, either a web chat or a web messaging configuration is needed.

info

Currently only genesys-web-chat and genesys-web-messaging are supported as a communication channel for an appointment.

Web Chat deployment

  1. Create a Widget of type 'Third Party'.

    1.1. If you need to route to an agent (if you followed steps 1 and 2), select 'Route to Flow' and set the flow created at the previous step.

  2. Next you need to go to Auvious / Settings / Call Scheduling, select the tab 'Appointments', select Genesys Web Chat as communication channel and paste the Deployment Key.

Example Widget

Web Messaging deployment

  1. Create a Messenger configuration in Genesys / Admin / Messenger Configurations. You can find what options we support in the Widget - Genesys page.

  2. Once you have created the configuration, go to Messenger Deployments and create a new deployment. Selecte the configuration you have just created. Also select the architect flow we created above. Copy the Deployment Key

  3. Go to Auvious / Settings / Call Scheduling, select the tab 'Appointments', select Genesys Web Messaging as communication channel and paste the Deployment Key.