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Siebel Universal Queuing Administration Guide > Using Siebel Universal Queuing > Creating Routes and Escalations >
Creating Route Escalation Rules
This section describes how to create escalation rules and describes the syntax and fields for escalation rules. Escalation rules are based on skill definitions, which are described in Creating Skill Definitions.
NOTE: Escalation rules do not need to be entered in the order of evaluation. However, entering the rules in the order in which you want them to execute will help you to visually understand the evaluation sequence. You can sort on the Sequence field afterwards, regardless of the order in which you created the rules.
To create an escalation rule
- From the application-level menu, choose View > Site Map > UQ Administration > Routes.
The Routes view appears.
- Select the route for which you are adding an escalation.
- Click the Escalations view tab.
- Select the escalation for which you are adding an escalation rule.
- Add escalation rules to the route as follows:
- In the Escalation Rules view, add a new record.
The Escalation Rules form appears.
- Complete the escalation rule fields.
- Click Notify UQ if you want to reload the routing rules without restarting Siebel Universal Queuing.
Otherwise, the new rules will take effect the next time Siebel Universal Queuing is started.
Route Escalation Rule Syntax
The syntax for an escalation rule is as follows:
skill_id = skill_value/expertise
where skill_value is either a constant string or a data property name.
The following example shows an escalation rule that looks for an agent who is expert in the product, or an agent who is intermediate in the product, but has had advanced training, or a universal agent who is also licensed in the customer's state.
This example uses data property substitution, where Product is the name of a data property.
(ProdSkill = "%Product%"/3) |
(ProdSkill = "%Product%"/2 &
TrainingLevel = "Advanced") |
(ProdSkill = "Universal"/3 &
License = "%state%")Fields for Route Escalation Rules
Escalation rule fields are described in Table 10.
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Siebel Universal Queuing Administration Guide Published: 18 April 2003 |