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