Building Basic Routing Strategies 7 – self study kit

Course Information

Code: BRD-S

Online Lab Duration: 21 days

Instructor Office Hours: 4 hours (to be used within the 21 days period)

Bulletin Board Access: 21 days

Instruction Method: Self-study kit

Genesys Software Version Used in Class: 7.5
This course uses Genesys software version 7.5 but is effective for students using any 7.x version.

Course Description
This course guides students through the basic skills necessary to write strategies that route inbound voice calls. Using business scenarios and hands-on activities, students learn to design, create, and test routing strategies with Interaction Routing Designer (IRD). This course includes the following topics: architecture, call flows, introduction to IRD, the strategy development cycle, maintaining and deploying strategies, building, testing and troubleshooting strategies that incorporate hours of operation, call data, customer data (database lookups), agent routing, agent group routing, queue routing, interaction data, ivr data, variables, subroutines, virtual queues, basic skill-based routing, routing rules, and treatments.

Who should take this course?

Building Basic Routing Strategies is intended for developers involved in creating and/or maintaining routing strategies in the contact center.

Prerequisite Genesys Courses

Framework Overview 7 (FRO 7 or FRO-v 7)

Prerequisite Knowledge

• Relational database concepts (required)
• Programming concepts (required)
• Programming skills (preferred)

Course Objectives

After completing this course, a student will be able to:

• Explain the flow of inbound voice customer calls in Genesys
• Plan, create, and manage strategies in Genesys
• Use date/day/time and call data in strategies
• Use interaction data in strategies
• Use IVR data in a strategy
• Use variables in strategies
• Access a customer database from a strategy
• Use routing rules as targets
• Use skill-based routing targets
• Create and use subroutines
• Use virtual queues for reporting purposes
• Provide treatments from strategies
• Maintain strategies and deploy in production
• Troubleshoot strategies
• Apply Best Practices

Course Lessons and Topics

• Introduction to Inbound Voice Channel

Describe the CIM Platform as a whole and how routing fits in

Identify the routing components within the CIM Platform

Describe the Framework layers and specific Framework components that routing is dependent on

Locate and start the GUI applications used in the course

Use the ‘Starter App’ agent desktop application

View the routing solution within SCI (Solution Control Interface) and determine its status

• Inbound Voice Call Flows

Explain the flow of an inbound voice call

Identify the event and request messages involved in the call flow

• Introduction to Interaction Routing Designer

Explain and use many graphical features of Interaction Routing Designer (IRD)

Define IRD terminology

Open, Edit, Save, Load, and test a strategy that sends a call to an agent

• The Strategy Development Cycle

Identify and explain the stages of the strategy development cycle

List and describe the phases in a strategy flow

• Routing Based on Business Hours

Create a new strategy

List and describe the Segmentation objects

Create and test a strategy that determines where a customer call will go based on the operating hours of the business

Test and debug strategies using the Debugger

• Routing Based on Call Data

Segment on ANI and DNIS in your strategies

Segment on Collected Digits (CED) provided by the switch

Test and troubleshoot your new strategies

• Using Interaction Data

Explain how to use IVR data in a strategy

Describe, create, and use Interaction Data

Retrieve User Data for use in your strategy

Attach User Data in a strategy to pass to other Genesys applications

• Using Variables

Define variables and assign values

Use SCRIPT variables in strategies

Specify routing targets using a variable

Specify a target timeout using a variable

Explain the differences between variables and Interaction Data

• Accessing a Customer Database

Use the Database Wizard to retrieve customer data from a database

Use the Error segmentation object

Use the Print, Timestamp and TimeDifference functions

• Introduction to Routing Rules

List and describe the Routing objects used for Inbound Voice

Create Routing rules for load balancing, percentage, and statistics

Create and test strategies that use routing rules

• Skill-based Routing

Use skill-based routing in strategies

Use overflow targets

Use variables with skill-based routing

• Creating Subroutines

Identify the features and benefits of subroutines

Create and debug subroutines

Create and debug strategies that call subroutines

• Introduction to Using Virtual Queues for Reporting

Describe virtual queues

Create virtual queues

Use virtual queues in a strategy

View virtual queue statistics in CCPulse+ reports

• Providing Treatments

Explain mandatory and busy treatments

Describe how to implement Treatment objects and busy treatments in a strategy

• Maintaining and Deploying Strategies

Create and use strategy versions via the backup and restore features

Package and share strategies using the import and export features

Create and load a strategy schedule

• Troubleshooting Strategies

List and describe troubleshooting tools for Genesys routing

Use troubleshooting techniques to solve strategy problems

• Course Review

Recap of course objectives

Review ‘Best Practices’

Final Exercise

Things to remember

Available Tech Support resources

Preview additional and advanced routing topics

Course Evaluation

Computer System Requirements for Self-Study Kit

• Hardware

1GB RAM

15GB free hard disk space

DVD ROM

Ethernet NIC

17” monitor with display resolution set to 1024x768 or higher with 16 or 32 bit color

• Software

32bit/64bit Windows XP Pro SP2+ or Vista Business/Ultimate SP1+

NTFS file system

Windows firewall (or other firewall software such as ZoneAlarm) disabled or configured to allow connections from at least the other systems in the classroom

A login with administrative privilege on the local machine for both the software setup

• Notes

Genesys University training is delivered using VMWare virtualization technology

Each course has at least one VMWare image. Some courses require multiple VMWare images. A VMWare image is a self contained environment which contains an OS, SQL Server, any other required third party software, and Genesys software

The course image(s) are sent out on DVD or portable hard drive. Instructions are provided so you can set up the environment and test it in advance of the training