Enable External routing only if you are going to use a different method of routing interactions to agents instead of the platform’s routing strategy. In that case, the platform will create a triage strategy that needs no further configuration.
While you can create and save multiple routing strategies, only one routing strategy can be active at any given time. In the Routing strategies configuration page, the routing strategy that is currently active has the word ACTIVE in red highlight displayed beside its name. To activate a different routing strategy, hover over the routing strategy you want to activate then click the Activate arrow icon that appears at the far right. Click Yes in the confirmation prompt that appears.
To delete a routing strategy, hover over the routing strategy you want to delete then click the Delete trash icon that appears at the far right. Click OK in the confirmation prompt that appears. Please note that you can delete only a routing strategy that is not currently active.