How to Work With Routing and Rules

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.