Add a New Routing Rule

Add a new routing rule in Oracle Live Experience.

1. Click Add New Routing Rule.
2. Enter a name for the rule in the Name field.
3. Create a routing rule.
   1. Click Add Condition.
   2. In the Add New Condition window, choose an attribute from the Select Attribute menu.

      Condition Attributes

      Attribute	Description
      Application Location	Identifies where in the application the end user is working or located. For example, Cart.
      Avatar	An icon or picture representing the end user.
      Device Description	Description of the end user's device such as Mobile (iOS).
      Device Type	The type of mobile device the end user is using, such as iPhone.
      Email	The end user's email address, retrieved from the user interface.
      Full Name	The end user's full name, retrieved from the user interface.
      Location	The end user's geographic location.
      O/S Name	The device's operating system.
      Phone Number	The end user's telephone number in the E.164 format. For example, [phone].
      Target Phone Number	The phone number dialed by the end user.

   3. Choose an operation, either equals or reg exp (regular expression).
      A regular expression defines a pattern that can match multiple values rather than a single value. For example, you might want to match multiple versions of the state name California, such as California, CA, and Calif. The regular expression California | CA | Calif matches all of those variations. The regular expression some* matches any string in which the first four characters are some. You can find tutorials and many examples of regular expressions on the internet.
   4. Enter a value to be matched against the attribute. For example, Phone Number equals 800-555-0108.
   5. Click Add New Rule Condition to add the new rule.
      To cancel your entry, click X.
4. To define multiple conditions for the rule, select the AND or OR operator from the Rule Type menu and repeat the previous step to add an additional condition.
5. Select the team to which the call should be routed when the rule conditions are met.
   The Team list is populated with teams that have been created in the Users section. See How You Manage Teams.
6. Click Add New Skill to add a preferred skill to the routing rule.
   This routes the call to a member of the team who possesses the named skill. You can move a skill up or down in the list by clicking the handle icon and dragging the skill to the desired position. Changing the position of the skill changes its priority in the order of evaluation. See How You Use Skills to Route Your Customers to the Right Team.
7. Click Save.