Overview of Routing Rules

A routing rule specifies conditions that determine where a call is routed in Oracle Live Experience.

For example, under certain conditions you want to route a call to the Customer Support group, while under other conditions, you'll want to route the call to a sales associate with certain skills. Routing rules enable you to direct calls to the teams and associates who are most appropriate to handle the call, based on current context information and the skills associated with a particular team.