Objective Tables are collections of Objective Records that define the correspondence between interaction attributes (such as media type, service type, and customer segment) and service objectives.
If you are using Cost-Based Routing, use a Cost Contract. A Cost Contract is a special type of Objective Table, and contains the information required for calculating the cost of an interaction to be routed. Cost Contracts contain Objective Records, each of which is associated with an IT Contract. For information about working with Cost Contracts, see the Cost Contracts section.
Refer to the Universal Routing Routing Application Configuration Guide for more information about Objective Tables.
The Objective Tables list shows the Objective Tables that are in your environment. It is sorted in a hierarchy by Tenants, configuration units, sites, and folders. To view objects by a particular hierarchy, select the hierarchy type in the drop-down menu above the list.
Note: Objective Tables that are disabled appear grayed out in the list.
Configuration Manager respects tenancy permission settings. You can access only those objects that you have been granted permissions and privileges to access.
You can filter the contents of this list in two ways:
You can sort the items in the list by clicking a column head. Clicking a column head a second time reverses the sort order. You can add or remove columns by clicking the Select Columns button.
To select or de-select multiple objects at once, click the Select button.
To create a new Objective Table object, click the New button. To view or edit details of an existing object, click on the name of the object, or click the check box beside an object and click the Edit button.
To delete one or more objects, click the check box beside the object(s) in the list and click the Delete button. You can also delete individual objects by clicking on the object and then clicking the Delete button.
Otherwise, click the More button to perform the following tasks:
Click on the name of an Objective Table to view additional information about the object. You can also set options and permissions, and view dependencies.