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Routing Logic

In Premier Edition Cloud, a set of decisions and instructions that direct incoming customer interactions under different conditions. Can use subroutines, routing rules, business rules, attributes, interaction data, statistics, schedules, lists, and macros. Can apply logic (for example, segmentation, conditional branching, and so on). Can deliver the interaction to an agent or another target type, such as an ACD queue, agent group, campaign group, destination label (DN), place, place group, queue, group, routing point, skill group, or variable.

See also Queue Logic, Transfer Logic, Round Robin, Most Idle Agent, and Least Utilized Agent.


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This page was last edited on October 14, 2016, at 18:14.