A solid understanding of omnichannel routing principles and how to apply them in a contact center environment This includes knowledge of how to route interactions from various channels, such as work item, email to the appropriate agents or queues Familiarity with different omnichannel routing strategies and their impact on customer experience is crucial This also encompasses understanding the integration points between different channels and the Genesys platform

Workflow Design & Optimization:

Expertise in designing and optimizing contact center workflows to streamline processes, improve efficiency, and enhance the customer experience This includes analyzing existing workflows, identifying areas for improvement, and implementing changes to optimize agent productivity and customer satisfaction Understanding how workflows interact with routing strategies and other contact center systems is essential This also includes the ability to document workflows clearly and concisely

Understanding of Digital Channels (Email, Work Item):

A strong grasp of the specific requirements and considerations for routing and handling interactions through digital channels like email and work items This includes understanding how to prioritize and categorize digital interactions, as well as how to integrate them into the overall contact center workflow Knowledge of best practices for handling digital interactions to ensure timely and effective responses is crucial This also includes understanding the reporting and analytics capabilities related to digital channels

Problem-Solving (Routing Issues):

Demonstrated ability to quickly and effectively identify, troubleshoot, and resolve routing-related issues within the Genesys PureEngage platform This includes analyzing logs, tracing call flows, and using debugging tools to pinpoint the root cause of problems The ability to think critically and develop creative solutions to complex routing challenges is essential This also includes the ability to communicate technical issues clearly to both technical and non-technical audiences

Analytical Skills (Routing Performance):

Strong analytical skills to evaluate routing performance, identify trends, and make data-driven recommendations for optimization This includes using reporting tools within PureEngage to analyze key metrics such as work item volume, wait times, and agent utilization The ability to interpret data and translate it into actionable insights is crucial This also includes the ability to present findings and recommendations to stakeholders in a clear and concise manner

Understanding of Contact Center Operations & Metrics (SLAs, AHT, etc):

A comprehensive understanding of contact center operations and key performance indicators (KPIs), such as service level agreements (SLAs), average handle time (AHT), and abandonment rates This includes knowing how these metrics are calculated and how they impact overall contact center performance The ability to use these metrics to identify areas for improvement and track the effectiveness of implemented changes is essential This also includes understanding the relationship between routing strategies and contact center metrics

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