How do you create rules for unified routing?

Required tools

• Contact Center with unified routing enabled — Must be enabled by an administrator.
• Defined queues — The rules route to queues, so the queues must exist first.

Get started easily

1. 1.Route to channel and queue first

   The first version should only send chat messages to the chat queue and emails to the email queue. Get it working, and build from there.

2. 2.Add classification where it adds value

   Route by topic or customer type when you have queues that are actually distinct. Routing to five queues with the same agents achieves nothing.

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1. 3.Choose the order deliberately

   Rules are evaluated from top to bottom, and the first match wins. Put the most specific ones at the top; otherwise, a general rule will match everything.

2. 4.Always create a catch-all rule

   Anything that doesn't match a rule has to go somewhere. Without a final rule, requests are left without a queue and are almost invisible.

3. 5.Test with real examples

   Take ten inquiries from last week and check where they would have ended up. This reveals gaps faster than reading the rules.

4. 6.Monitor closely during the first few weeks

   See how many end up in the catch-all queue. If the proportion is high, you are missing a rule—or the rules are too narrow.