Real-Time Routing Rules

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Real-Time Routing Rules lets you create and adjust routing rules in real time without editing Studio scripts. You can configure routing rules in Routing Center. This makes routing configuration easier for people who are not technical experts or skilled at scripting. This application helps you respond quickly to changing contact center conditions. It allows you to configure rules based on live queue statistics, such as queue depth, available agents, and time in queue.

Based on the conditions you set, the rules widen or restrict the number of agents that contacts have access to. For example, you can select the desired agent proficiency levels based on how busy your contact center is. If you have fewer contacts in the queue waiting for an agent, it may be worth assigning them to agents with a higher proficiency. However, if you are very busy, it can be helpful to prioritize connecting a contact with an agent quickly instead of prioritizing priority.

Real-Time Routing Rules override any adjustments made in Studio. For example, if you use UpdateContact loops in Studio, those are ignored in favor of Real-Time Routing Rules.

You can control which groups can access which rules. Users only see rules relevant to their permissions.

 

Mowgli Kipling is the contact center administrator for Classics Inc. He wants to ensure contacts are routed to agents appropriately based on how busy their contact center is. So, he configures Real-Time Routing Rules to route contacts efficiently.

Mowgli creates a Queue Depth Rule and assigns it to a skill. Then, he selects three ranges:

  • Slow: The Classics contact center can easily handle 1-45 contacts at a time, so when the queue depth meets that criteria, this rule assigns contacts to agents with a high Proficiency Range up to 4.

  • Normal: On an average day, the Classics contact center usually handles 46-84 contacts at a time, so Mowgli sets the Proficiency Range to 8 for these circumstances.

  • Busy: If there are more than 85 contacts waiting in the queue, the Classics contact center is very busy, so Mowgli sets the Proficiency Range to 20.

Now, when the queue depth changes, Real-Time Routing Rules automatically adjust proficiency ranges to account for the contact center's bandwidth.

Create Routing Rules

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

To create a routing rule, you must give it a name, a description, and assign it to a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. Then you must set up your queue depth thresholds and publish the rule so that it's visible to others.

  1. Click the app selector icon of app selector and select Routing Center.

  2. Click New Rule.

  3. Select the Type of rule you want to create: Queue Depth, Time in Queue, or Available Agents.

    4. Field Description
    Queue Depth

    Evaluates the number of contactsClosed The person interacting with an agent, IVR, or bot in your contact center. currently in queue for the selected skill. When thresholds are crossed, contacts are updated with new proficiency ranges.
    Time in Queue

    Evaluates the length of time each contact has been waiting for an agent with the selected skill. When thresholds are crossed, contacts are updated with new proficiency ranges.
    Available Agents

    Evaluates the number of agents available for the selected skill. When thresholds are crossed, contacts are updated with new proficiency ranges. When activated, the first evaluation checks for the number of available agents with the specified proficiency in the highest threshold group.

  4. Enter a Name for the rule.

  5. Enter a Description for the rule.

  6. To assign skills to the rule, click Add Skill. You can only assign one skill per routing rule.

    1. To filter skills by status, click Funnel. From the Skill drop-down select whether you want to view Active, Inactive, or All skills. You can also click the column headings to sort the skills list by ID, Type, Inbound/Outbound, Name, CampaignClosed A grouping of skills used to run reports., DispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction., SLAClosed Commitment between service provider and customer with defined service level thresholds including quality, availability, and responsibilities., and StatusClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction..

  7. Click Next.

  8. 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 from the drop-down. You must select between 2 and 5. Default Range Labels include Very Slow, Slow, Normal, Busy, and Very Busy. To enter your own custom Range Label, type the desired text into the Range Label box for each range.
    2. Determine the Queue Depth for each range. You can do this by manually entering values, using the arrows, or adjusting the slider at the top. You cannot configure Queue Depths larger than 124 with the slider, but values larger than 124 can be entered manually.
    3. Select a Proficiency Range for each 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.
  9. Click Next.
  10. Decide which groups you want to be able to update this routing rule.
    1. Click Add Groups.
    2. Select whether In-Office Employees, Remote Employees, or both can edit this rule.
    3. Click Confirm.
  11. Click Create. After you create a rule, you must activate it to impact routing.

Manage Routing Rules

Once 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.

To run a Change History report:

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

  2. Select a Start Date and End Date on the calendar.

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

  4. Click Apply.

  5. Click Run Report.