Identity Resolution by divisions

When an interaction begins, Genesys Cloud automatically assigns a division to the external contact based on the division mapped in the respective channels for various interaction types such as voice, email, web. Mapping divisions at channel level prevents users from assigning divisions manually and ensures that system-created contacts are immediately assigned to a division.

Map division for channels for identity resolution

To map division for various channels, do the following:

1. Cliquez sur Admin. 
2. Under Directory, click Identity Resolution. The Identity Resolution page appears.
3. To map division for voice interactions, follow these steps:
   1. Click the Inbound Call tab. The Inbound Call Flow list appears.
   2. Navigate to the required inbound call flow and click More . The division selection drop-down appears.
   3. Select the division that you want to map to the inbound call flow. The division that maps here is automatically assigned to the external contact in the incoming voice interaction when it reaches an agent through the selected call flow.
4. To map divisions for web interactions, follow these steps:
   1. Click the Web Messenger tab. The Deployment list appears.
   2. Navigate to the required web messenger deployment and click More . The division selection drop-down appears.
   3. Select the division that you want to map to the web messenger deployment. The division that maps here is automatically assigned to the external contact in the incoming web messaging interaction when it reaches an agent through the selected web messenger. 
5. To map division for email interactions, do the following:
   1. Click the Email tab. 
   2. Select the domain from the Domain drop-down menu. The Inbox list for both inbound and outbound emails appears.
   3. Navigate to the required inbox and click More . The division selection drop-down list appears.
   4. Select the division that you want to map to the email address. The division that maps here is automatically assigned to the external contact in the inbound or outbound email interaction.
6. To map division for SMS interactions, click the SMS tab and do the following:
   1. Click the SMS tab.
   2. Navigate to the required SMS configuration and click More to display the division selection drop-down.
   3. Select the division that you want to map to the SMS configuration. The division that maps here is automatically assigned to the external contact in the inbound or outbound SMS interaction.
7. To map division for messaging platform interactions, do the following:
   1. Click the Messaging Platform tab. 
   2. Select the messaging platform from the Messaging integration type drop-down menu. Facebook and WhatsApp are currently supported.
   3. Navigate to the required integration and click More . The division selection drop-down list appears.
   4. Select the division that you want to map to the messaging integration platform, for example, WhatsApp. The division that maps here is automatically assigned to the external contact in the inbound or outbound messaging interaction through the platform.
8. To map division for voice interactions arriving from a queue, do the following:
   1. Click the Call from Queue tab. The Queue list appears.
   2. Navigate to the required queue and click More . The division selection drop-down list appears.
   3. Select the division that you want to map to the queue. The division that maps here is automatically assigned to the external contact in the incoming voice interaction when it reaches an agent through the selected queue.

Allow manual assignment of divisions to a new external contact

The Identity Resolution table holds a division mapping for various communication channels that automatically assigns a division in an incoming interaction that traverses through the corresponding channel. In scenarios where division cannot be automatically assigned, you can allow users to manually assign a division for an external contact when they’re manually created.

1. Cliquez sur Admin. 
2. Under Directory, click Identity Resolution.
3. Under Allow users to manually assign a division to new contacts without an auto-assigned division, perform one of these steps:

• • To allow users to assign a division from Profile Panel, enable the toggle button in Interactions > Profile Panel toggle. By default, this setting is turned off. When a division is not mapped in the Identity Resolution table, enabling this setting allows users to manually assign a division to a new contact that is created from the Profile Panel.
  • To allow users to assign a division from the Directory > External Contacts > External Contacts and Organizations page, enable the toggle button in the External Contacts page. By default, this setting is turned off. This setting allows users to manually assign a division to a new contact that is created from Directory > External Contacts > Add.