(9.1+) Using rule templates
The Rule Templates page contains out-of-the-box templates that you can use to build rules. The framework of the rules have been created, and you can use the templates to add and refine detail to the rule conditions.
Available templates
Smart Rules comes with nine available templates. Let's take a look at the available templates and their variables:
BUSINESS HOURS - You will want to set rules to take place during business hours. This prevents the Smart Rules from overriding operation schedules that fall outside of normal business hours.
TIMEZONES - Be sure to select the correct timezone when configuring rules.
TIME FORMAT - Time format is HH:MM:SS
| Template name | Template variables | Template description |
|---|---|---|
| Change Dialing Speed based on Calls and EWT | If (ASAP Callbacks > 0 and Holding Calls > 0 and EWT > 00:00:00) Then set Dial Pacing: Queue Time Remaining to Trigger Dial to 00:00:00 and Set Dial Pacing: Queue Position to Trigger Dial to 0 | This template helps keep a balance between the Callback and Holding queues when there is a peak in volume. By increasing the aggressiveness of outbound callback launches. Use this template if you have large call volume and a high agent staffing. If adding this as a rule, also create a rule that will revert this behavior once the desired behavior has been achieved. |
| Change Dialing Speed based on Number of Callbacks | If ASAP Callbacks > 0 Then set Dial Pacing: Queue Time Remaining to Trigger Dial to 00:00:00 and Set Dial Pacing: Queue Position to Trigger Dial to 0 | This template increases the aggressiveness of outbound callbacks based on the number of ASAP callbacks. If adding this as a rule, also create a rule that will revert this behavior once the desired behavior has been achieved. |
| Change Dialing Speed based on Number of Holding Calls | If Holding Calls > 0 Then set Dial Pacing: Queue Time Remaining to Trigger Dial to 00:00:00 and Set Dial Pacing: Queue Position to Trigger Dial to 0 | This template increases the aggressiveness of outbound callbacks based on the number of holding calls. Use this template to rebalance the queues by launching callbacks when the Holding Queue gets low. If adding this as a rule, also create a rule that will revert this behavior once the desired behavior has been achieved. |
| Change Operation Mode based on EWT | If (EWT > 00:00:00 and Operation Mode is Normal Then Set Treatment: Operation Mode to Normal | This template functions similar to Smart Features, however the rule triggers the behavior for all calls. If adding this as a rule, also create a rule that will revert this behavior once the desired behavior has been achieved. |
| Change Operation Mode based on Number of Callbacks | If (ASAP Callbacks > 0 and Operation Mode is Normal Then set Treatment: Operation Mode to Normal | This template functions similar to Smart Features, however the rule triggers the behavior for all calls. If adding this as a rule, also create a rule that will revert this behavior once the desired behavior has been achieved. |
| Change Operation Mode based on number of Holding Calls | If (Holding Calls > 0 and Operation Mode is Normal Then set Treatment: Operation Mode to Normal | This template functions similar to Smart Features, however the rule triggers the behavior for all calls. If adding this as a rule, also create a rule that will revert this behavior once the desired behavior has been achieved. |
| Change Reset EWT Calculation based on time of day | If Time of Day is between 08:00 AM and 08:10 PM (America/New_York) Then Set EWT Calculation: Reset on Mode Change (to Normal) to FALSE | This template bypasses the reset array. Use this template if your Operation Modes change throughout the day, and you don't want to reset the array each time the Operation Mode changes. |
| Change Turn On Threshold based on EWT | If (EWT > 00:00:00 and Operation Mode is Normal) Then Set Treatment: Turn On Threshold to 00:00:00 | This template changes the Turn On Threshold based on EWT. Use this template if your EWT regularly dips lower than your service goal response time. If adding this as a rule, also create a rule that will revert this behavior once the desired behavior has been achieved. |
| Enable/Disable Scheduled Callbacks based on EWT | If EWT > 00:00:00 Then Set Menu Options: Enable Scheduled Callbacks to FALSE | This template can turn off scheduled callbacks if EWT gets too low, or turn on scheduled callbacks if EWT gets too high. If adding this as a rule, also create a rule that will revert this behavior once the desired behavior has been achieved. |
Whenever you create a rule, you will want to create a complimentary rule that reverses the behavior once the outcome has been achieved.
For example, if you create a rule to change the Operation Mode to Smart Purge when EWT is greater than 04:00:00, then you will also want to create a rule to change the Operation Mode back when EWT reduces.
- Click on a template name.
OR
- Click the Add Rule button.
- Enter a rule name.
- Select the Queues Affected to designate the queues the rule Is applied against.
All - applies the rule to all current queues, and all future queues.
Select a queue - Select specific queues for the rule to be applied to.
- Define the interval for the rule to be evaluated. Time format is MM:SS.
- Click the gear icon in each parameter statement to add, change, and modify the parameters and outcomes.
- Click Save Changes to save the rule to the Rules list.
Rules will display in the Rules page where they can be activated.
Rules remain inactive until they are Activated on the Rules page.
