View routing strategies for an entry point or queue

To view all routing strategies for an entry point or queue:

Procedure

Step 1

From the Management Portal navigation bar, choose Routing Strategy.

Step 2

Choose an entry point or queue from the Select Entry Point drop-down list to display the routing strategies for that entry point or queue.

For more information on the parameters that display on the Routing Strategy page, see Routing strategy parameters.

The upper section of the list view displays a table that lists all routing strategies available for the selected entry point or queue.

Note

(Optional) Use the sort button at the end of the table to chronologically sort the strategies.

Step 3

To see details for a strategy, click the ellipsis beside the routing strategy and click Edit.

The lower section of the Routing Strategy page displays the Routing Strategy Mapping Details table, which:

  • lists destination queues and entry points, which are based on the active routing strategies that you define for the selected entry point.

  • lists the teams to which the system routes calls, chats, or emails, which are based on the active routing strategies that you define for the selected queue. Mapping details aren't provided for a queue routing strategy that simply redirects the call to another entry point or queue.

    Note

    Your access privileges determine what you see in the Mapping Details table. For example, if the system routes calls for the Sales queue to Teams A and B, and you have access rights only to Team A, the mapping table shows only Team A as the destination for incoming calls.

Step 4

Click Save.