Automate workflows to dynamically manage Call Targets.

Smart Rules allow you to create a set of conditions that will trigger changes to Call Target settings. More than 35 settings can be automatically adjusted by a Smart Rule, based on the day of the week and/or time of day, and you can configure as many Smart Rules as needed. This allows for a wide range of possibilities to automate your administrative workflows to dynamically manage Call Targets.

For step-by-step instructions, see How to configure Smart Rules.

Smart Rules example

The basic flow of a Smart Rule can be described by a simple statement: "If a specific condition is true, then set a specific configurable setting to a new value." This basic structure is provided by default when you create a new Smart Rule, as shown in the following image:

By grouping or branching the conditions and actions with the And/Or buttons, you can create more complex rules, such as the example below.

Example

The following example shows a basic use case that will slow down the callback pacing when the call center is about to close. In this example, the Smart Rule will set the value of the Max Queue Depth setting to 10 and enable callback scheduling every weekday after 4:00 PM.

This rule is configured to check the conditions every five minutes, so we can expect it to trigger within five minutes after the time of day reaches 4:00 PM (in the time zone configured for the organization). Since the Include holidays checkbox is deselected, this rule will not apply on any days during which holiday hours are applied.