Workflow routing

Last Updated : Nov 21, 2023 |
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Avaya Experience Platform™ Public Cloud has two-level routing that consists of:
  • Pre-routing: Occurs before the workflow starts. For example, a context data rule can determine a correct workflow for a chat or messaging channel based on the contextual data. You can configure it in Application Center Administration. For more information about business rules for pre-routing, see Business Rules overview.
  • Routing: Occurs after the initiating event. It is intelligent routing that supplements the first level and provides routing based on the data collected since the initiating event occurs and during the workflow. You can configure it in Orchestration.
Routing is based on rules. The rules allow you to vary which workflows initiate based on information passed to the workflows from the initiating event. You can attach rules to events that initiate workflows. When multiple rules are tied to the same event, the rule with the highest rank is used. The event and rank determine which rules are applicable. In the case of an equal event and rank, all rules are valid and are used. You can use attribute filters to narrow down the scope of the rule. If you do not define any filter for the rule, then there is no narrowing, and Orchestration assigns the rule only based on event and rank.
For example, Avaya Experience Platform™ Public Cloud has an ENGAGEMENT_PREROUTED event that contains all the attribute data collected during pre-routing. If you configure routing rules with the same rank for workflows A, B, and C and they contain the ENGAGEMENT_PREROUTED event in the Start task, you can set up filters as follows to narrow down the scope of the rule:
If Channel = Voice then launch Workflow A
If Channel = Chat then launch Workflow B
If no filter is provided then launch Workflow C
When we have a new Voice interaction received by Orchestration using the ENGAGEMENT_PREROUTED event, Workflows A and C are initiated for this interaction.
If you do not define any rules for an event, the event initiates any workflow that has the event in their Start task. If at least one rule is defined for an event and there is no match to the rule, no workflows initiate.
A rule can apply to one workflow only.
During account creation, Avaya Experience Platform™ Public Cloud generates default rules for default workflows. The default rules are read-only.
Related linksManaging routing rules