In Avaya Experience Platform™ Public Cloud, you can configure rules that help the contact center to make better routing decisions. A more precise routing enhances the customer experience and helps distribute the agent workload more efficiently.

Avaya Experience Platform™ Public Cloud supports two types of routing rules: context data rules and keyword rules. Context data rules apply to voice, messaging, chat, and social channel interactions. The contact center collects the customer's data during calls, messages, or chat interactions and compares them to the rule condition. If the collected data matches the rule condition, the contact center uses that rule for routing.

Keyword rules apply to email interactions only. You can assign groups of keywords to a rule. Avaya Experience Platform™ Public Cloud can check the subject or body of an email for these keywords. If the email subject or body contains the configured keywords, the keyword rule can trigger a particular workflow, route the email to a queue, and add attributes to that email interaction.