Genesys Interaction Routing Designer (IRD) is a visual authoring tool for creating, testing, and deploying omnichannel routing strategies in enterprise contact centers. It lets operations and IT teams define how calls, chats, emails, and messages are prioritized and distributed, using rules based on customer context and history, agent skills and capacity, business hours, SLAs, and real-time conditions. A drag-and-drop canvas and reusable logic blocks make it straightforward to implement skills- and attribute-based routing, queuing, overflow and backup paths, and exception handling without custom code. Built-in validation, simulation, and version control support safe iteration and controlled rollouts across development, staging, and production. By aligning routing with business goals and real-time data, IRD helps improve SLA adherence, agent utilization, and overall customer experience.
Genesys Interaction Routing Designer is developed by Genesys Telecommunications Laboratories, Inc. and is used by 1 user of Software Informer. The most popular versions of this product among our users are: 7.5, 7.6, 8.0 and 8.1. The name of the program executable file is RoutingDesigner.exe.
Comments