New Context Rule page field descriptions for Proactive Outreach

Last Updated : Jun 11, 2024 |

Fields	Description
Context Rule Name	The name of the context data rule.
Rule Conditions	The key-value pair that defines the custom data that the context data rule collects before routing an interaction to the specified queue. Note: Create one key-value pair for a context for the specific queue. Do not configure more than one queue to a context rule.

Basic Routing Configuration

Fields	Description
Routing Queue	The queue to which Avaya Workspaces routes the interactions.
Priority	The priority number assigned to interactions that Avaya Workspaces routes to the queue. The available range is between 1 and 10. The highest priority level is 1. By default, the priority number is 5.

Fields

Description

Routing Queue

The queue to which Avaya Workspaces routes the interactions.

Priority

The priority number assigned to interactions that Avaya Workspaces routes to the queue.

The available range is between 1 and 10. The highest priority level is 1. By default, the priority number is 5.

Fields	Description
Minimum Proficiency	The minimum proficiency level an agent must have to handle interactions within this queue. A level of 1 is the highest proficiency level. The minimum proficiency number must be higher than the maximum proficiency number.
Maximum Proficiency	The maximum proficiency level an agent can have to handle interactions within this queue. A level of 1 is the highest proficiency level. The minimum proficiency number must be higher than the maximum proficiency number.

Fields

Description

Minimum Proficiency

The minimum proficiency level an agent must have to handle interactions within this queue.

A level of 1 is the highest proficiency level. The minimum proficiency number must be higher than the maximum proficiency number.

Maximum Proficiency

The maximum proficiency level an agent can have to handle interactions within this queue.

A level of 1 is the highest proficiency level. The minimum proficiency number must be higher than the maximum proficiency number.

Fields	Description
Assign Attribute	The attribute that Avaya Workspaces assigns to interactions before routing them to the specified queue.
Orchestration Workflow	The outbound workflow to use for interactions when this rule is executed during pre-routing. Note: The workflow for Proactive Outreach is OneCloud Proactive Outreach Acquire. Do not select any other workflow.

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