Cisco Cisco WebEx Support Center WBS29.13 Guía De Administador
Chapter 13: Manage WebACD
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Rules options
Option
Description
Routing Rules
Create Allocation Rule link
Click to change the Rules tab view to set up allocation rules.
IF
(word or phrase) drop-down
list
list
Select the word or phrase from the field names displayed on the
entry form (for example, first name, last name, phone number, and
all fields you created)
entry form (for example, first name, last name, phone number, and
all fields you created)
(condition) drop-down list
Select a condition (for example, contains, less than, or greater
than)
than)
text field
Enter text to complete the "IF" statement
Click the Add button to add more "IF" statements. The first "true" If
statement is executed.
statement is executed.
Click the Delete button to remove an "IF" statement.
THEN assign to
CSR selected in drop-down
list
list
To assign to a specific agent, type the email address or click the
Address Book button to find the address
Address Book button to find the address
Queue selected in drop-down
list
list
To assign to all queue agents, select Queue from the drop-down
list
list
For CSR, click the Address Book button to open the Select
Users page.
Users page.
For Queues, click the Address Book button to open the
Select Queues page.
Select Queues page.
Add ELSE IF condition
Set up an "ELSE IF" statement by selecting Add ELSE IF
condition button.
condition button.
Select the conditions and other elements, as you did for the "IF"
statements
statements
Allocation Rules
Create Routing Rule link
Click to change the Rules tab view to set up routing rules.
Reallocation Preference
Checkbox
Selecting this check box enables requests to be moved to other
subqueues specified in the allocation rule if the current subqueue is
subqueues specified in the allocation rule if the current subqueue is