Adding a context data rule for Proactive Outreach

Last Updated : Apr 27, 2023 |

About this task

Add a context data rule to route Proactive Outreach interactions to agents using the System.Outbound attribute and queue that you created for Proactive Outreach. The context data rule assigns the System.Outbound attribute to Proactive Outreach interactions and routes them to the queue that you created for Proactive Outreach. Within this queue, agents with the System.Outbound attribute assigned can handle Proactive Outreach interactions.

You can set a priority for Proactive Outreach interaction and define the proficiency level that agents must have to handle it.

Important:

If you create multiple queues for Proactive Outreach, you must create a separate context data rule for each of them.

Before you begin

  • Log in to Application Center Administration as an account administrator.

  • Create a queue for Proactive Outreach.

  • Create the System.Outbound attribute for Proactive Outreach.

Procedure

  1. In the navigation tree, click Business Rules > Context Data Rule.
  2. On the Context Data Rules page, click Add Rule.
  3. In the Context Rule Name field, type a unique name for the context data rule.
  4. In the Rule Conditions area, in the Key field, type queueName.
  5. In the Value field, type the name of the queue that you created for Proactive Outreach.
  6. In the Basic Routing Configuration area, in the Routing Queue list, select the queue that you created for Proactive Outreach.
  7. In the Assign Attribute list, select System.Outbound.
  8. Optional Assign other attributes to the context data rule.
  9. In the Orchestration Workflow list, select OneCloud Proactive Outreach Acquire.
  10. Fill in the remaining fields.
  11. Click Save.

Next Steps

  • Configure the voice channel for Proactive Outreach.

  • Assign the System.Outbound attribute and queue that you created for Proactive Outreach to agents.

Related information
Administering Proactive Outreach