- 28 Jun 2023
- 2 Minutes to read
- Updated on 28 Jun 2023
- 2 Minutes to read
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.
- Smart Rules are currently a beta feature in Mindful Callback.
- The Smart Rules screen must be enabled by Mindful staff before it can be accessed by Admins and Managers. For help with accessing Smart Rules in the user interface, contact the Mindful Support team.
- 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.
The following table contains a list of all configurable settings that can be updated by Smart Rules.
|Callback Offer||boolean||This setting can only be selected by Mindful staff.|
|Announce ECBT During Offer||boolean|
|Requested Callback Threshold||number|
|ECBT Threshold||toggle (time)|
|Voice Scheduled Callbacks||boolean|
|Allow Voice Callback Scheduling Outside Hours?||boolean|
|Number of Days Out to Schedule Voice Callbacks||number|
|Widget Scheduled Callbacks||boolean|
|Allow Widget Callback Scheduling Outside Hours?||boolean|
|Number of Days Out to Schedule Widget Callbacks||number|
|Minimum Number of Widget Scheduling Options||number|
|Max Queue Depth||number|
|Priority Queue Timeout||toggle (time)|
|Prompt Customer to Confirm Callback||boolean|
|Prompt Customer to Reschedule Callback||boolean|
|Max Active Calls||number|
|Minimum Callback Delay||toggle (time)|
|Retry Delay||toggle (time)|
|Next Business Day Callback Max||number|
|Next Business Day Callback Delay||number|
|Announce Time for Next Day Callbacks||boolean|
|Return to Hold||boolean|
|Use ECBT for End of Day||boolean|
|End of Day Fixed Margin||number|
|Minimum Averaging Window (Minutes)||number||This setting can only be selected by Mindful staff.|
|Minimum Number of Data Points to Average||number||This setting can only be selected by Mindful staff.|
|Max Retry Ratio||number||This setting can only be selected by Mindful staff.|
|Voice to Messaging||boolean|
|Final Attempt Notification||boolean|