1. Administering Live Experience
  2. Use Context Attributes to Route Engagements to the Right Team

Use Context Attributes to Route Engagements to the Right Team

As with engagements, you can create routing rules that route engagements to particular teams based on context attributes.

You'll likely find many uses for context attributes in your routing rules.

As an example, let's say you have a Canadian company spread throughout several provinces. Based on the geographical location gathered by your Live Experience-enabled app, you probably want to route customers from Quebec to associates with French speaking skills and customers from other provinces (New Brunswick, Alberta, Nova Scotia) to associates with English speaking skills.

You need to complete several steps in the Live Experience Admin Console to handle routing Quebec customers to French speaking associates.
  1. Create a new skill, such as French Language, and assign it along with a skill level to your associates as applicable.
  2. Create a new team, such as French Speakers, and assign your associates with French speaking skills to the team.
  3. Create a new routing rule and add a condition that looks at the Location context variable and compares it to Quebec.

When your app initializes a customer's location as Quebec, that customer will then be routed to your team of French speaking associates, favoring higher skilled ones as available.

That complete routing rule would look like this in the Live Experience Admin Console.
Shows an example routing rule called "French Speakers" designed to route calls from customers located in the province of Quebec, Canada, to your team of French-speaking associates.

For details on Live Experience teams, users, and skills, see How You Manage Teams, How You Manage Users, and How You Use Skills to Route Your Customers to the Right Team.

For more information on initializing context variables, depending on your platform, see: