(9.1+) What are Smart Rules?
What are Smart Rules?
Smart Rules allow you to optimize your Mindful Enterprise Callback solution by automatically changing your configuration settings when certain conditions arise. You can use Smart Rules to:
- Turn Scheduled Callbacks off or on based on EWT
- Maintain balance in the Callback and Holding queues when call volume spikes
- Change Operation Mode based on EWT
- Trigger an email whenever the Operation Mode changes
Rules are configured using If/Then logic, and then triggered once their criteria is met. You can create rules using the out-of-the-box templates, or create your own rules from scratch.
You can also monitor and track when the rules are engaged in Smart Rules History, where you can view when rules are triggered, and how long they remain active.