How do I automatically route chat work assignments to agents?

Routing rules identify queue assignments, which could be sent to a queue with live agents or the Oracle Digital Assistant (ODA) queue. They also escalate a chat from ODA to a live agent queue.

Note: Chat assignments must be created in the Generic Queuing Rules Category and should be unique.

Here's how you create a rule set:

1. In the Setup and Maintenance work area, go to the following:

   • Offering: Service

   • Functional Area: Communication Channels

   • Task: (select All Tasks from the Show menu) Manage Service Assignment Rules

2. From the Category drop-down list, select Generic Queuing Rules.
   Note: Depending on what application you're using, Service Center, Help Desk, you select the corresponding generic category.
3. Click the Add Row (+) icon in the Rule Sets area.
4. Enter a name for the rule set.
5. In the Rules area, click the Create (+) icon, then do the following:
   1. Enter a name and description in the respective fields.
   2. (Optional) Set an effective start and end date.
   3. Click the Add Row (+) icon in the Conditions area.
   4. From the Object drop-down list, select Any.
   5. From the Attributed drop-down list, select an attribute that you want to use in routing chats.
   6. Select a value that must match to route your chats.
   If you're setting up your chat requests to route to Oracle Digital Assistant, you'd select the Escalation Level attribute and set the value to equal 0 (zero). Then, you'd create a second rule within the same rule set to route to a live agent queue. The second rule would have the Escalation Level greater than 0 (zero).You can add other criteria to use for routing as needed.
6. When you're finished, click Save and Publish.
7. To confirm the rule was published, click the Refresh button.

A few things to note with routing rules

• Custom Attributes: If you've added a custom attribute and want to use it in routing rules, you must expose the custom field or object using the Communication Channels > Manage Service Assignment Objects page task on Functional Setup Manager.
• • You can select or deselect the Use Score option on a rule set. If you select Use Score, then for every rule in the rule set, you must indicate the amount to increase the score when the rule is true. You must then associate the rule set to queues that receive that score. All the rules in a rule set are executed, and the queue with the highest total score is selected. · If the rule set has multiple rules and you didn't select the Use Score option, you must define the criteria for each rule to be mutually exclusive from other rules in the rule set. This ensures that the resulting queue assigned by the application is predictable in all situations.