All Courses
How to Work With Routing and Rules
Categories:
Gladly Software Courses,
Routing and Rules,
Time
40 min
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.
