User Guide

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Configured, to select from a list of configured labels.
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Dynamic, to define an expression that is to be returned as a label.
2. If you select Configured, select labels from the Available labels list and click Add> to add
them to the Selected labels list.
3. If you select Dynamic, enter a Label Expression, optionally using the Formula Editor.
4. Optionally, add comments.
Selecting Targets by Rules
You can create a script to select a specific target from set of targets based on the rule you select
or define.
For example, you can create a script that selects as a target the skill group with longest available
agent (LAA) from a set of skill groups.
When defining scripts to select targets by rules, you must be aware of the following:
•
Types of Target Searching
•
Standard Selection Rules
•
Custom Selection Rules
Types of Target Searching
When you use a Select node, you specify if the script is to search for the target that matches the
criteria you define starting with the first target in the list, or the next target after the previously
chosen target:
Start with first target - Also referred to as a homing search, this option has the script search
for the target that meets the criteria you define starting with the first item in the list. For example,
you can define a script to select the longest available agent from either the TechnicalSupport
skill group (the first skill group in the list) or the BackUp skill group (the second, and last, item
in the list). When you select this option, whenever the script can find an available agent in the
TechnicalSupport skill group, the contact is routed to that agent. Agents from the BackUp skill
group are only selected as targets when the script fails to find an available agent in the
TechnicalSupport skill group. When you select this option, targets towards the top of the list
will typically receive a higher percentage of the contacts.
Start with next target - Also referred to as a rotary search, this option has the script search for
the target that meets the criteria you define starting with the item in the list after the target
previously selected. For example, you can define a script to select the longest available agent
from one of three separate technical support skill groups. When you select this option, after a
script selects an agent from the first skill group, for the next contact, the script starts looking
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 4: Selecting Routing Targets
Selecting Targets by Rules