Configure Unified Experience chat routing
AI-generated summary
Genesys Cloud can route chats to appropriate agents based on skills, availability, and customer preferences. The chat service channel must be set up and active in ServiceNow. Create the channel in ServiceNow, specifying key details like name, inbox order, table, assign-to field, assignment group field, type as Chat, capacities, and utilization conditions. Create external queues in ServiceNow mapped to Genesys Cloud queues for routing. When creating a queue in ServiceNow, select the chat channel, simple condition mode, chat work item routing condition, and external routing. Specify the Genesys Cloud queue ID and integration ID.
Complete the following procedures for Genesys Cloud to route the chats to the appropriate agent based on skills, availability, and customer preferences.
Service channel for chat must be set up and active in ServiceNow. For more information, see Create or configure a service channel.
- Log in to ServiceNow.
- Navigate to All > Service Channels.
- Click New.
- Enter the following information for the service channel:
- Name – Name of the service channel to be configured.
- Inbox Order – The order in which the service channel items appear in the agent inbox.
- Active – Select the option.
- Table – Select Interaction [interaction] from the list.
- Assign to field – Select Assigned to from the list. Field that references the user assigned to the item.
- Assignment group field – Select Assignment group from the list. Field that references the assignment group assigned to the item.
- Type – Select Chat from the list.
- Default work item size – Enter 1 as the value.
- Default capacity – Enter 4 as the value.
- Under the Capacity and Utilization section, enter the following details:
- Default work item size – Enter 1 as the value.
- Default capacity – Enter 1 as the value.
- Utilization condition – Add the following conditions:
- Type is Chat
- State is not one of Closed Complete or Closed Abandoned
- Click Submit or Update.
Before you create external queues:
- Create and configure queues in Genesys Cloud.
Create external queues within the ServiceNow platform that map back to the Genesys queues to facilitate external routing. With the setup of Unified Experience from Genesys and ServiceNow integration, administrators can now create queues in ServiceNow that are externally routed to Genesys Cloud. When you create a queue in ServiceNow, select the following options:
- Service channel – Chat
- Condition mode – Simple
- Work item routing condition – Type > is > Chat
- External – Select the option. Under the External third-party routing section, enter the queue ID:
- Provider queue ID – Enter the Genesys Cloud queue ID. For more information, see How can I get the queue ID for my queue in Genesys Cloud?.
- External request ID – Enter the Genesys Cloud Open Messaging integration ID.
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