Configure Unified Experience chat routing

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.

  1. ServiceNow にログインします。
  2. Navigate to All > Service Channels.
  3. 新規をクリックします。
  4. 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.
  5. 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
  6. Click Submit or Update.

Before you create external queues:

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: