Defining Third-Party Routing Rules

Third-party routing rules are based on:

• Task type, for example, email, chat, voice, scheduled callback, fax, and so on.

• Time against SLA (Service Level Agreement) in form of overflow and escalation timers.

• Priority of the event expressed as a positive single-digit number.

• Skill within organization or task type.

• Primary language required to resolve any issue.

• Cost of each event type assigned by the administrator to avoid overloading.

The agents or supervisors must have the capabilities to:

• Change the skills, language, priority, or cost of an item to affect its subsequent routing.

• Assign an item to a specific queue or agent.

• Accept, reject, forward, mark as resolved, or mark as awaiting additional information.