- Adding custom routing options in business logic-based routing
Process cases quicker by creating custom routing options for assignments. To ensure that assignments are routed to the most appropriate worker, edit the parameters of your custom options.
- Modifying lists of operators and work queues for business logic-based routing assignments
Modify the list of operators and the list of work queues that are available for business logic-based routing of assignments so that the lists contain only relevant workers. Modify the lists to ensure that the assignment is routed to an appropriate person or work queue.
You configure the business logic-based routing APIs by completing the following tasks: