How does Predictive Engagement ensure that an agent is available to handle a messaging conversation with a visitor?

When Genesys Predictive Engagement presents a proactive offer to a visitor, that offer can be an invitation to start a messaging conversation with a live agent assigned to the queue to which the action map routes. Multiple action maps can route to the same target queue.

• Genesys Predictive Engagement can offer web and mobile messaging offers and content offers.
• Multiple action maps can route to the same target queue.
• Genesys Predictive Engagement does not use workforce management (WFM) or Workforce Engagement Management (WEM) data to power the service level throttling / “Route to agent if available” feature. For Genesys Cloud CX customers, Genesys Predictive Engagement uses the real-time presence status of agents that the analytics APIs provide. The status is available for all Genesys Cloud CX customers and the WFM or WEM features do not impact it directly.

Genesys Predictive Engagement allows messaging offers when the following criteria are met:

• Action map conditions are met.
• Agents are on queue.
• Offer is within scheduled hours.