Create and Manage Real-Time Routing Rules

Real-time routing rules let you create and adjust routing rules in real time without editing Studio scripts.

Create a Queue Depth Routing Rule

Required permissions: Routing Center > Real-Time Routing Rules > Manage, Routing Center > Real-Time Routing Rules > Config

Queue depth routing rules route based on the number of contactsClosed The person interacting with an agent, IVR, or bot in your contact center. currently waiting in the queue for the specified ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge..

  1. Click the app selector icon of app selector and select Routing Center > Real-Time Routing Rules.

  2. Click New Rule.

  3. Select Queue Depth as the rule Type.

  4. Enter a Name and an optional Description for the rule.

  5. Click Add Skill and locate the skill you want to add. You can only assign one skill per routing rule. You can search for skills, use the filter Funnel, or sort the list by clicking the column headings.

  6. Click Next.

  7. Determine how you want to divide your contact center data into ranges. Set up your queue depth guardrails:
    1. Select the Number of Ranges you want this rule to use from the drop-down. You must select between 2 and 5. The page updates to display the number of ranges you selected.
    2. Change the Range Label for each range. Default labels are Very Slow, Slow, Normal, Busy, and Very Busy. The labels you see depend on how many ranges you selected for this rule.

    3. Enter the maximum Queue Depth for each range. You can do this by manually entering values, using the arrows, or adjusting the slider at the top. If the minimum queue depth for the bottom range exceeds 125, the slider disappears from the page. You can specify larger queue depths, but you must enter the numbers manually.

      As you change the maximum queue depth for one range, the minimum queue depth for the next range automatically updates to be one more than the current maximum value.

    4. Select a Proficiency Range for each queue depth range. The lower the number, the more proficient the agent. For example, 1 is very proficient and 20 is least proficient. The proficiency range must be less than or equal to 20 for each range.
  8. Click Next.
  9. Decide which groups you want to be able to update this routing rule.
    1. Click Add Groups.
    2. Select one or more groups from the list.
    3. Click Confirm.
  10. Click Create. After you create a rule, you must activate it to impact routing.

Create a Time in Queue Routing Rule

Required permissions: Routing Center > Real-Time Routing Rules > Manage, Routing Center > Real-Time Routing Rules > Config

Time in queue routing rules route based on how long the contactClosed The person interacting with an agent, IVR, or bot in your contact center. has been waiting for an agent for the specified ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge..

  1. Click the app selector icon of app selector and select Routing Center > Real-Time Routing Rules.

  2. Click New Rule.

  3. Select Time in Queue as the rule Type.

  4. Enter a Name and an optional Description for the rule.

  5. Click Add Skill and locate the skill you want to add. You can only assign one skill per routing rule. You can search for skills, use the filter Funnel, or sort the list by clicking the column headings.

  6. Click Next.

  7. Determine how you want to divide your contact center data into ranges. Set up your time in queue guardrails:
    1. Select the Number of Ranges you want this rule to use from the drop-down. You must select between 2 and 5. The page updates to display the number of ranges you selected.
    2. Change the Range Label for each range. Default labels are Very Slow, Slow, Normal, Busy, and Very Busy. The labels you see depend on how many ranges you selected for this rule.

    3. Enter the maximum number of Time in Queue minutes for each range. You can do this by manually entering values, using the arrows, or adjusting the slider at the top. If the minimum time in queue for the bottom range exceeds 20 minutes, the slider disappears from the page. You can specify longer time in queue ranges, but you must enter the numbers manually.

      As you change the maximum time in queue for one range, the minimum time in queue for the next range automatically updates to be one more than the current maximum value.

    4. Select a Proficiency Range for each time in queue range. The lower the number, the more proficient the agent. For example, 1 is very proficient and 20 is least proficient. The proficiency range must be less than or equal to 20 for each range.
  8. Click Next.
  9. Decide which groups you want to be able to update this routing rule.
    1. Click Add Groups.
    2. Select one or more groups from the list.
    3. Click Confirm.
  10. Click Create. After you create a rule, you must activate it to impact routing.

Create an Available Agents Routing Rule

Required permissions: Routing Center > Real-Time Routing Rules > Manage, Routing Center > Real-Time Routing Rules > Config

Available agents routing rules route based on how many agents are available for the specified ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge..

  1. Click the app selector icon of app selector and select Routing Center > Real-Time Routing Rules.

  2. Click New Rule.

  3. Select Available Agents as the rule Type.

  4. Enter a Name and an optional Description for the rule.

  5. Click Add Skill and locate the skill you want to add. You can only assign one skill per routing rule. You can search for skills, use the filter Funnel, or sort the list by clicking the column headings.

  6. Click Next.

  7. Determine how you want to divide your contact center data into ranges. Set up your available agents guardrails:
    1. Select the Number of Ranges you want this rule to use from the drop-down. You must select between 2 and 5. The page updates to display the number of ranges you selected.
    2. Change the Range Label for each range. Default labels are Minimal Availability, Low Availability, Standard Availability, Above Average Availability, and High Availability. The labels you see depend on how many ranges you selected for this rule.

    3. Enter the maximum number of Available Agents for each range. You can do this by manually entering values, using the arrows, or adjusting the slider at the top. If the minimum number of agents for the bottom range exceeds 1000, the slider disappears from the page. You can specify a larger number of available agents, but you must enter the numbers manually.

      As you change the maximum time in queue for one range, the minimum time in queue for the next range automatically updates to be one more than the current maximum value.

    4. Select a Proficiency Range for each time in queue range. The lower the number, the more proficient the agent. For example, 1 is very proficient and 20 is least proficient. The proficiency range must be less than or equal to 20 for each range.
  8. Click Next.
  9. Decide which groups you want to be able to update this routing rule.
    1. Click Add Groups.
    2. Select one or more groups from the list.
    3. Click Confirm.
  10. Click Create. After you create a rule, you must activate it to impact routing.

Manage Routing Rules

Required permissions: Routing Center > Real-Time Routing Rules > Manage

After you've created a rule, you can complete the following actions:

  • Activate a rule.

  • Review real-time updates.

  • Edit rule settings.

  • Delete a rule.

  • Review the audit log to see all changes made to a rule and run reports.

To perform these actions, go to Routing Center and click Three stacked vertical dots. in the row of the rule you want to manage.

Activate

The routing rules you've created don't become effective until you activate them. Once you click Activate > Activate, all relevant contact routing instructions are updated based on the rule parameters. To deactivate a rule, click Three stacked vertical dots. > Deactivate.

Real-Time Update

You may want to edit the Queue Range or other settings based on real-time data.

To change the Name, Type, Skill, or Description, click Edit General Settings. You can also click Reset to Default to restore default settings.

Make any desired adjustments and click Save.

Edit Rule Settings

Edit any parameters you configured when you created the rule. You can change the Description, Skill, guardrails, or groups assigned. You cannot edit the Name of the rule. When you're done making edits, click Save > Confirm.

Delete

Allows you to delete a rule. Click Delete > Delete. You cannot recover deleted rules.

Audit Log

The audit log displays the Change History for the selected rule. The Change History includes who created or modified the rule and when. The audit log also contains tabs that display general information about the rule, the guardrails defined, and the groups assigned to the rule. Follow the steps below to run a Change History report.

  1. Click the app selector icon of app selector and select Routing Center > Real-Time Routing Rules.

  2. Select Audit Log from the three stacked dots Icon of three stacked dots. for a rule.

  3. Manually enter a date range for the report or click the calendar icon.

  4. Select a Start Date and End Date on the calendar. The longer the range you select, the longer it may take the system to generate the change history report.

  5. Scroll to select a time of day or manually enter a time.

  6. Click Apply.

  7. Click Run Report.