In other words, you can have agents in one place that handle voice, and agents in another place that handle email, and even a third batch that chat live with customers, and the system as a whole will coordinate a queue for them all, and allow you to project how many agents you'll need to serve the load in each case. The Genesys G6 is not a CRM system - it's a call routing platform that enables CRM from a variety of vendors to operate more intelligently. The G6 is the overall suite - the really new stuff is in the module called the Internet Contact Center . It's what supports the improved features in the specific chat and call-back applets. Multiple chat session support.
Agents have a response timer and a transcript window.
They can also transfer the chat completely to another agent - when that happens, the new rep sees the entire history of that conversation. In essence, chat is treated like voice, even to the extent of being completely monitorable and archivable. The agent also has the ability to reject a particular chat request, sending the chat-call back into the queue. Chats can be assigned to agents based on criteria, for skills-based routing. Suppose a person browsing a web page requests a call back.