Smart Rules
- 19 Apr 2024
- 2 Minutes to read
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Smart Rules
- Updated on 19 Apr 2024
- 2 Minutes to read
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Article Summary
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Smart Rules allow you to create a complex set of conditions that will trigger changes to Call Target settings. More than 35 settings can be automatically adjusted by a Smart Rule, based on the day of the week and/or time of day. This allows for a wide range of possibilities to automate your administrative workflows and dynamically manage your Organization.
NOTES
- There is currently no limit to the number of Smart Rules that can be saved for an Organization.
- For step-by-step instructions on configuring Smart Rules, see How to Configure Smart Rules.
Smart Rules Example
The basic flow of a Smart Rule can be described by a simple statement: IF a specific condition is true, THEN set a specific configurable setting to a new value. This basic structure is provided by default when you create a new Smart Rule, as shown in the following image:
By grouping or branching the condition(s) and action(s), you can create more complex rules, such as: IF the first condition is true AND a second condition is true, OR an alternative condition is true... etc., THEN perform the first action AND the second action... etc.
EXAMPLE
The following example shows a basic use case that will slow down the callback pacing as the ECBT increases. In this example, the Smart Rule will set the value of the Max Queue Depth setting to 10 and enable callback scheduling every weekday after 4:00 PM. This rule is configured to check the conditions every five minutes, so we can expect it to trigger within five minutes after the time of day reaches 4:00 PM (in the time zone configured for the Organization).
Configurable Settings
The following table contains a list of all configurable settings that can be updated by Smart Rules.
| Registration |
| Offer Choose Hold |
| Announce ECBT During Offer |
| Announce ECBT During Confirmation |
| Offer Scheduled Callback (Voice) |
| Offer Scheduled Callback (Widget/API) |
| Offer Message Intercept |
| Offer ASAP Callback |
| ECBT Playback Type |
| Minimum ECBT |
| Maximum ECBT |
| Enable Callback Double Check |
| Callback Double Check Scope |
| On/Off |
| Max Requested Callbacks |
| Max ECBT |
| Process Callbacks |
| Register Callbacks |
| Scheduled Callback |
| Offer Scheduled Callback Outside of Hours (Voice) |
| Number of Days Out to Allow Scheduling (Voice) |
| Offer Scheduled Callback Outside of Hours (Widget/API) |
| Number of Days Out to Allow Scheduling (Widget/API) |
| Minimum Number of Scheduling Options (Widget/API) |
| Callback Strategy |
| Prompt Customer to Confirm Callback (Agent First) |
| Offer Rescheduled Callback |
| Max Queue Time |
| Priority Queue Timeout (Customer First) |
| Max Active Calls |
| Minimum Callback Delay |
| Retry Delay |
| Retries per Callback |
| End of Day |
| Max Next Business Day Callback |
| Next Business Day Delay |
| Announce Time For Next Business Day Callbacks |
| Offer Return to Hold |
| Use ECBT to Determine End of Day |
| End of Day Fixed Time Margin |
| Messaging |
| Reminder Notification |
| Final Attempt Notification |
| Success Notification |
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