How do I create routing rules?

Routing rules are used to identify queue assignments which could be to a queue with live agents or the ODA queue. They're also used to escalate a chat from ODA to a live agent queue.

Note: You can use routing rules to route chats to either ODA as an agent or to a live agent. Bot queue assignment rules must be created in the Generic Queuing Rules Category.

Here's how you create the rule set:

1. From the Settings and Actions menu, select Setup and Maintenance, and select 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, and so on, you select the corresponding generic category.
3. In the Rule Sets area, click the Add Row (+) icon.
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. In the Conditions area, click the Add Row (+) icon.
   4. From the Object drop-down list, select Any.
   5. From the Attributed drop-down list, select Escalation Level.
   6. Click the Operator drop-down list, select Equals, and then in the Value field, enter 1.
      Note: If you're setting up your chat requests to route to Oracle Digital Assistant, you'd set the Escalation Level 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 be greater than 0 (zero).

      You can add other criteria to use for routing as needed.

      Note: Rules must be unique. The new attribute you created in the Universal Work Order object and exposed to assignment manager (Name: EscalationLevel_c, Type: Number, Default Value: 0) is intended to break a tie or ensure that rules are unique.
6. When you're finished, click Save and Publish.
7. To confirm that the rule has been published, click the Refresh button.

A few things to note with routing rules

• Custom Attributes: If you've added a custom attribute and you want to use it in routing rules, then you must expose the custom field or object using the Communication Channels > Manage Service Assignment Objects page task on Functional Setup Manager.
• Scoring routing rules: You have the option to 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.