Distribution Rules

When a customer starts an interaction, such as a call or email, it is received by the ACD. Then, CXone WFM recognizes which WEM skills can handle that interaction. From there, the ACD routes the interaction to the best available agent.

Distribution rules help CXone WFM understand how customer interactions are routed to agents. This doesn't actually control where the interactions go, but it helps copy the ACD routing. So, while the rules don't choose the agent, they help CXone WFM predict how the ACD routes the interactions to agents.

Your call center supports three products: TVs, computers, and phones. Each agent is trained to support only one of the products.

Now, a customer is calling for TV support.

CXone WFM recognizes that the WEM skill needed to handle this interaction is InboundTV. One of the agents with that skill is assigned to answer the call.

However, how does the system know which agent is best fit to respond to the customer? There might be agents with higher proficiency in the WEM skills they are assigned to. This is done with distribution rules.

Each WEM skill is assigned to a distribution rule. These distribution rules have defined settings for which agents should handle the interactions.

To generate a schedule, All WEM skills must be assigned to a distribution rule. This is why the skills are automatically assigned to the default distribution rule. After that, you can reassign them.

All WEM skills are automatically assigned to this rule until you reassign them. Because this is the default rule, you cannot edit it. However, you can view the settings.

You must have these permissions to:

  • View the page, create, edit, and delete the rules:

    CXone WFM > Setup > Distribution Rules: Manage

  • View the page:

  • CXone WFM > Setup > Distribution Rules: View

If you cannot access the page, check with your administrator. The administrator can find these permissions in CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.

To create a new distribution rule:

  1. Click the app selector and select CXone WFM.

  2. Go to Setup > Distribution Rule.

  3. Click Create Distribution Rule, and enter a name.

  4. Select the Source WEM skill. This is the required skill to handle the interaction. All WEM skills need to be assigned as a Source skill. If not, they are assigned to the designated rule.

    You cannot assign the same Source WEM skill to two distribution rules.

  5. Select the Target WEM skill. You can select a WEM skill or Same as source. The second option automatically selects the Source WEM skill as the target skill.

    The Action of the source skill is Queue to. This means the selected target skill is the required source skill needed to handle the interaction.

  6. Define the Max wait time. This is the expected time the interaction should take to get abandoned.

  7. Optionally, enable Bullseye routing. This creates a routing process according to the agent’s skill proficiency. The routing process requires selecting a Time limit, and the Proficiency range.

    When an interaction begins:

    • It’s first routed to agents with proficiency levels higher than the Proficiency range.

    • After that, it’s routed to agents within the Proficiency range until the end of Max wait time.

    • Beyond the Max wait time, it’s routed to the first available agent, regardless of their proficiency.

    Here are the defined Bullseye routing settings:

    • Max wait time: 3 minutes.

    • Bullseye routing time limit: 2 minutes.

    • Proficiency range: 5-16 (1 is the highest level, 20 is lowest).

    Here is a breakdown of the agent proficiency levels handling the interaction once it begins:

    • First two minutes: routed to agents with proficiency levels between 1 and 4.

    • Next minute (between 2 and 3 minutes): routed to agents with proficiency levels between 5 and 16.

    • Beyond 3rd minute: routed to first available agent regardless of their proficiency.

  8. Click Save.