Genesys Cloud Administrator Module 6 Routing & Schedule Management

Step-by-Step Tutorial: Routing and Schedule Management in Genesys Cloud Administrator

1. Creating and Managing Schedules:

   • Go to the admin section under routing in Genesys Cloud.
   • Click on "Scheduling" to view the list of active schedules.
   • Click on "Add Schedule" and provide a unique name for the schedule.
   • Select the division and choose the frequency for the schedule (one-time or recurring).
   • Set up the schedule duration, start and end times, and recurrence rules if needed.
   • Save the schedule.

2. Creating Schedule Groups:

   • In the admin section under routing, click on "Schedule Groups."
   • Click on "Add Schedule Group" and provide a unique name for the group.
   • Select the division and time zone for the group.
   • Categorize the schedules as open, closed, or holiday within the group.
   • Add the required schedules to the group and save.

3. Creating Emergency Groups:

   • Under routing, click on "Emergency Groups."
   • Click on "Add" and give a unique name to the emergency group.
   • Select the division for the group and save.

4. Creating Call Routes:

   • In the call routing tab, view the active call flows and associated telephone numbers.
   • Click on "Add" to create a new call route.
   • Enter a unique name for the call route and select the division.
   • Choose the inbound numbers and set up time-based routing if needed.
   • Specify regular and emergency routing schedules and save the call route.

5. Message Routing:

   • In the admin section under routing, click on "Message Routing."
   • Add inbound message flows and associate them with inbound numbers or addresses.
   • Configure the message routing settings and save.

6. Disconnecting Interactions:

   • Under routing, click on "Disconnect Interactions."
   • Enter the interaction ID and proceed with disconnecting the interaction carefully.
   • Confirm the disconnection to clear the interaction from the queue.

7. Managing Prompts:

   • In the architect section, navigate to the prompts tab.
   • Create user prompts by adding a prompt name and description.
   • Use text-to-speech or upload audio files for prompts.
   • Follow proper naming conventions and save the prompt.

8. Recap and Further Learning:

   • Review and understand the concepts of schedules, call routing, schedule groups, emergency groups, prompts, and disconnecting interactions.
   • Download the step-by-step guides provided in the module for additional learning.
   • Look forward to Module 7 for more insights on routing and schedule management.

By following these steps, you can effectively manage routing and schedules in Genesys Cloud Administrator as demonstrated in Module 6 of the course.