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How to Work With Routing and Rules


Gladly Software Courses,

Routing and Rules,

Time 40 min
Current Status
Not Enrolled
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Course Description

Every second matters in a busy contact center. Routing and Rules will help you optimize your workforce and keep things running smoothly.

Learn how Routing and Rules can help you operate a smooth-running Contact Center.

What you’ll learn

  • Default routing within Gladly, or how work gets assigned to your Agents.
  • How routing works for each Channel – there are nuances for each one!
  • Some common routing use cases and how to configure them in Gladly.
  • What Rules are and how they work.
  • Rule Triggers, Conditions, and Actions.
  • Examples of how/when to use Rules.

Who should take this course

This course is for Administrators.