Assignment and Fallback Options for Activity Broadcasting

The Assignment and Fallback section is displayed when you create a routing profile with the option, immediately from the Run routing drop-down list.

Note: You must enable the Collaboration service to view the Assignment and Fallback section. View the About screen to verify whether the service is enabled.

The Assignment and Fallback section is used to configure the following settings:

• To trigger activity broadcasting to multiple users, use one of the following options:

  • Automatic: Assigns activity directly to matching resources in the bucket.

  • via Collaboration: Triggers activity broadcasting to users in collaboration.

  Note: The Bundling option is not available when you assign activities using the via collaboration option.

• Enter the time in minutes in the Activity should be assigned in _ minutes field to set the time out period for broadcasting. If no user accepts the activity within the defined period, broadcasting is timed out. Limit is set to 99 minutes.

• Fallback option: Select the configured message scenario for the Fallback option that must run when the activity fails or when the system times out. The configured message scenario sends the failure message to the user.