Configure basic information

To create a new Smart Rule, first open the Smart Rules page:

Click Add Smart Rule to get started, then provide basic information for the rule:

• Name — Enter a unique name for this rule.

  We recommend creating a name that will easily identify the purpose of the rule.

• Call Targets Affected — Use the dropdown menu to select the Call Target(s) to which this rule will apply.

  To apply a rule to all Call Targets, choose the "Select All" option in the dropdown menu.

• Trigger this rule no more than once every — Enter a frequency for the conditions to be evaluated, in minutes.

  The Smart Rule will check the conditions at the frequency you configure here, and will perform the action(s) when the condition is true.

Configure conditions and actions

Smart Rules will analyze the configured conditions at the specified frequency to determine when it should execute the configured actions.

Configure conditions

Use the following steps as a guide when configuring conditions:

1. In the first row, select a condition to check ("Day of Week" or "Time of Day").

   Note: Time of Day conditions are based on your organization's time zone configured on the Global Settings page.

2. If you would like to prevent this rule from activating when the Call Target is in holiday hours (configured in the Hours tab on the Call Target or Organization page), deselect the Include holidays checkbox.

3. If you need to add conditions to the rule, click one of the And/Or buttons to add more condition rows.

   "And" rows must all be met to trigger the action(s). "Or" rows can be met independently to trigger the action(s).

Example

The following example checks two conditions: one related to the day of the week and another related to the time of day. Since the Include holidays checkbox is deselected, this rule will not apply when the Call Target is in holiday hours.

Configure actions

With the conditions set, you can now determine what settings to change.

1. In the first action row, select a setting to change and set a value to apply to the setting.

2. If you need to add more actions, click the And button to add more rows.

Example

The following example shows a Smart Rule configured to take three actions when its conditions are met:

• Set Max Queue Depth to 10.

• Enable Voice Scheduled Callbacks.

• Enable Widget Scheduled Callbacks.

When you are done with all conditions and actions, Save and Activate the Smart Rule via the buttons near the top of the page.

Back on the Smart Rules page, you will see an indicator in the Status column showing that the rule is active:

To edit an existing Smart Rule, click the Edit icon in the corresponding row.

To delete an existing Smart Rule, click the Delete icon.

To clone a rule and use it's configuration as a starting point for new rule, click the Clone icon.

Audit Smart Rule activity

All actions taken by Smart Rules are logged on the Audit Log dashboard. In addition to rule actions, you can see which user created, modified, or deleted Smart Rules in the report.

The example below shows four different events logged in an exported Audit Log:

• Row 2 — A Smart Rule named Set Max Active Calls was created. The User column shows that the user with an email address of admin@company.com created the rule, and the details of the rule are listed in the Changes column.

• Row 3 — The new Smart Rule was updated by enabling it after creation. You can see the enablement in the Changes column.

• Row 4 — The Smart Rule updated the Max Active Calls setting when it was triggered. Notice that the name of the rule is logged in the User column since it took action on its own.

• Row 5 — The Smart Rule was deleted.