Engage Voice | Intro to routing rules

Inbound routing overview
Intro to inbound routing
Inbound queue groups
Creating an inbound queue group

Managing inbound queue group skills

Creating an inbound priority group
Inbound queues
Creating an inbound queue

Configuring inbound queue settings

Configuring inbound call recording settings

Configuring inbound metric settings

Configuring queue audio settings

Configuring agent settings on a queue

Configuring inbound integrations

Setting up daily inbound business hours
Manual outbound dialing
Manual outbound dialing overview

Configuring an inbound queue for manual outbound dialing

Configuring an agent for manual outbound dialing
Inbound queue events
Intro to inbound queue events

Configuring inbound queue events

Using Sync (Busy) Queue Wait

Managing inbound priority queue events
Testing inbound queues
Inbound queues testing overview

Testing call routing in your inbound queue

Reviewing inbound queue call data in Analytics
Omni-channel: Digital routing overview
Intro to digital routing
Omni-channel: Digital queues & skills
Creating a digital queue group

Managing digital queue group skills

Creating a digital queue

Configuring digital queue settings

Setting up digital queue business hours

Configuring digital queue number assignment
Omni-channel: Queue events
Intro to digital queue events

Configuring digital queue events

Managing digital priority queue events
Omni-channel: Dispositions
Intro to digital routing dispositions

Managing digital routing dispositions
Omni-channel: Routing rules
Intro to routing rules

Configuring routing rules
Omni-channel: Routing priority
Intro to routing priorities

Managing routing priorities
Omni-channel: Chat widgets
Intro to chat widgets

Configuring chat widgets

Assigning chat widgets to digital queues
Omni-channel: Requeue shortcuts
Intro to requeue shortcuts

Configuring requeue shortcuts

Assigning requeue shortcut groups
Omni-channel: Blocked IP
Intro to Blocked IP

Configuring Blocked IP
Omni-channel: Priority groups
Intro to priority groups

Configuring priority groups

In Intro to digital routing, we discussed that routing rules determine how messages are routed to agents when they’re in Messages view. A routing rule consists of a set of channels, categories, and languages. A digital queue can have multiple routing rules assigned to it.

In order to have a digital interaction routed to a specific digital queue, that interaction must arrive from a channel, have at least one category, and contain a language listed in at least one of the routing rules created in that digital queue.

Let’s say that you have a digital queue that you would like to configure to accept all Facebook messages in both English and Spanish. You can configure the routing rules for that digital queue by setting the channel to ‘Facebook’ and the language to ‘English’ or ‘Spanish.’ Once the rule is created, all messages from Facebook typed in either English or Spanish would be routed to that digital queue.

Remember that all channels, categories, and languages must be configured in Digital Admin before they will appear in Digital queues & skills in Voice Admin.

Components of routing rules

Once you’ve configured your channels, categories, and languages in the Digital Admin, you can navigate to Routing > Digital queues & skills via the left-hand navigation bar and select the queue you want to configure. In the sidebar of the configuration page, select Routing Rules.

If the queue you selected already has routing rules configured, you will see them arranged in a table with the following headers: Name, Channels, Languages, and Skill categories. Listed under each header are data that correspond to their namesake.

If there are no routing rules, you can click on the New rule plus icon, and the New rule modal window will appear. In the modal window, you’ll be able to assign channels, languages, and skill categories to your new rule.