Viewing Routing Strategies for an Entry Point or Queue

To view all routing strategies for an entry point or queue:

Procedure

Step 1

Click the Routing Strategy link from the Webex Contact Center Management portal's navigation bar.

The Routing Strategy page with a list of all routing strategies appears.

Step 2

Select an entry point or queue from the drop-down list to display the routing strategies for that entry point or queue. The upper section of the list view displays a table that lists all routing strategies available for the selected entry point or queue. To see details for a strategy, click the button to the left of the routing strategy and click Edit.

The lower section of the page displays the Routing Strategy Mapping Details table:

For an entry point, this table lists the destination queues and entry points based on the active routing strategies defined for the selected entry point.

For a queue, this table lists the teams to whom calls, chats, or emails are being distributed based on the active routing strategies defined for the selected queue. Note that mapping details are not shown for a queue routing strategy that just redirects the call to another entry point or queue.

Note

The entities displayed in the Mapping Details table are based on your access rights. For example, if calls for the Sales queue are being distributed to Team A and Team B, and you have access rights only to Team A, then the mapping table will only show Team A as the destination for calls coming into the Sales queue.

Following is a description of each column in the list view page. Use the sort button at the end of the table to chronologically sort the strategies.

Column

Description

Name

The name assigned to the strategy when it was created. You cannot change the name after the strategy has been created.

The identification number of the strategy. This number is automatically assigned by the system.

Status

Indicates the status of the strategy.

Current (appears in Red) means this is a snapshot of the currently running strategy. You cannot copy the current strategy, but you can modify any setting that does not affect execution time or date. Changes to the strategy do not affect the recurring scheduled version of the strategy.

Important

You can delete the current strategy, but do not delete it before creating a different strategy for the same time interval. If you delete a strategy without having another one in place, the last strategy used by the system becomes the default strategy even though the times and dates specified have expired. If this occurs, either create a new strategy for the current time period, or copy the default strategy and correct the time settings.

Active means the strategy will become effective at the specified start time on the specified start date. This is the default status.
Not Active means the strategy will not become effective regardless of the specified start time and date. This status lets you save a strategy for future use or as a draft to continue working on later.

Default

Indicates whether the strategy is the default. A strategy that is not flagged as the default overrides a default strategy and is used as an exception to the default schedule.

Chat Template

Indicates the chat template used for the routing strategy.

Repetition

Specifies whether the strategy is scheduled to be repeated daily or only on specific days of the week.

Start Date

The date the strategy is scheduled to start.

Start Time

The time the strategy is scheduled to start (in 24-hour format) for any given day in the specified date range.

End Time

The time the strategy is scheduled to end (in 24-hour format) for any given day in the specified date range.

End Date

The date the strategy is scheduled to end.