Create a routing strategy

Use this procedure to create new routing strategies. You can also create a new strategy by editing an existing strategy.

Before you create new strategies:

  • Always create an active strategy for every time interval. If you don't specify an active strategy for a time interval, the system uses the default. If there’s no default strategy, the last strategy that the system used may continue as the current strategy although it has expired.

  • You can easily create a new strategy from an existing strategy, change some settings, and save it as a new strategy.

  • You can have only one routing strategy for each email entry point.

  • You can't save changes to an active strategy when the scheduled dates or times conflict with an existing active strategy.

Before you begin

You must Create a Chat Template before you create a Chat Routing Strategy.

Procedure

Step 1

From the Management Portal navigation bar, choose Routing Strategy.

Step 2

At the Routing Strategy page, choose Routing > Routing Strategies.

Step 3

Choose an entry point from the Select Entry Point drop-down list.

Step 4

Do one of the following in the list view:

  • Click New Strategy.

    Note

    Global Routing Overrides only apply to Telephony channel type.

    - OR -

  • Click the ellipsis button beside an existing routing strategy with Active status and click Copy.

Step 5

Enter or modify the settings as described in the following tables.

Note

You can create more than one strategy for a Telephony channel.

General settings applicable in routing strategy

Setting

Description

General Settings

Name

Enter a name for the strategy, such as US Holiday or Weekends. You can’t edit this field after you save the strategy.

Enterprise Name

Shows the tenant name.

Status

Click Active if you want the strategy to become effective on the start date that you specify in the Start Date field.

Click Not Active if you want to save the strategy for future use or as a draft to work on later.

The status is always Active for chat and email routing strategies as you can configure only one routing strategy for each entry point or queue.
Settings applicable in routing strategy for Telephony

Setting

Description

Time Settings (These are read-only for proxy queues.)

Start Date


End Date

Click in each of these fields and use the calendar controls to specify the start date (the date that the strategy becomes effective) and the end date (the date that the strategy expires).

Start Time


End Time

Enter in 24-hour format (0000–2400) the time of day that you want the strategy to start and end.

Day of Week

From the drop-down list, choose All Days if you want to schedule the strategy for every day or Weekdays if you want to schedule the strategy for Monday through Friday only.

-OR-

Click each icon that represents a day on which you want to schedule the strategy.

Advanced Settings

Music on Hold

Select the name of the audio (.wav) file to play for calls when an agent puts a call on hold. Music in Queue (MIQ) is handled from Flow. When a contact is queued and if no agent is available, the customer is engaged with MIQ.

Call Control

Flag as Default Routing Strategy

-or-

Update as Default Routing Strategy

Choose the Routing Strategy. This setting is available only if you create a new strategy or copy an existing one.

Set to Yes if you want this routing strategy to be the default routing strategy for the specified time interval for this entry point or queue.

Set to No to create an exception to the default schedule, such as a holiday. This strategy overrides the default strategy. That is, the system first checks for a strategy that isn’t flagged as default, and if none exists, the system uses the default strategy.

Note

Various routing strategies may be configured for a given time interval, but only one can be considered the current routing strategy. Webex Contact Center uses the following order of preference to decide the current routing strategy at any given time:

1. Global Routing Overrides

2. Default Global Routing Overrides

3. Routing Strategy

4. Default Routing Strategy

Flow

Select the flow from the drop-down list.
Settings applicable in routing strategy for Email

Setting

Description

Email Account

You can add only one email account for each entry point. You can edit or delete the email account using the icons beside the email account name.

Add Email Account

Click the Add Email Account button to open the Add Email Account dialog box. Enter the following details:

Email Address:
Enter the email address to contact your organization.
Inbound Server Settings:
Enter the following server details for incoming emails:

  • Incoming Protocol

  • Incoming Host

  • Inbound Encryption

  • Inbound Port Number

Outbound Server Settings:
Enter the following server details for outgoing emails:

  • SMTP Server

  • Outbound Encryption

  • Outbound Port Number

Server Authentication:
Enter the username and password to connect to the email account.
Note

Ensure you use only secure access to mail servers, such as:

  • SMTP, IMAP, or POP over SSL

  • SMTP, IMAP, or POP over TLS

Note

Mandatory steps to use a Gmail account for an email channel are as follows:

  1. Enable the IMAP option if you provide IMAP server to fetch mails in the server in the Gmail settings.

  2. Enable the Less Secure Apps flag in the Gmail account settings.

  3. Disable the captcha by logging into https://g.co/allowaccess.

  4. Update the credentials in the routing strategy and click Save.

Advanced Email Account Settings:
Enter the following advanced settings for the email account:

  • Maximum Attachment Size

  • Number of Attachment Limit

  • Mail Delay

  • Maximum Messages/Cycle

Email Routing Rules

You can add up to 20 email routing rules. Use the icon beside the rule to edit or delete the rule.

Routing Rule

Click the Add Routing Rule button to open the Add Routing Rule dialog box. Enter the following details to add a rule:

Routing Rule Name:
Enter the name for the rule.
IF Email Subject Contains:
Enter the text in the email subject to set the condition for the rule. You can add up to 10 conditions using the AND or OR operators. However, you can mix the AND and OR operators in a rule.
Then:
Select the email queue to which the email is queued if it satisfies any condition.
Note

The email can remain in a queue for a maximum of 240 days. After 240 days, the system removes the email from Webex Contact Center.

Default Routing Rule

Select an email queue for the default routing rule in case none of the defined rules satisfy the criteria.