Step-by-step guide
- Defining a New Business Process:
The Business Process encapsulates the logic for the automatic interaction handling once interaction demands have been determined sufficiently. It triggers Airecontact's agent-matching logic and provides queue management capabilities with several implementable routing strategies. The Business Process' main purpose is to provide queue management and to route interactions to a suitable and available agent.
1. Mouse-over the Business Processes title bar to activate it and click on the Paper Icon for NEW. The New Business Process window will open.
2. Enter a Business Process Name in the Name field.
3. Select the Contact Center in which the Business Process exists.
4. Select the relevant Routing Strategy from the drop-down list.
5. Enter the weight percentage for this Business Process.
6. If necessary make changes to any of the other Business Process Weight percentage values.
7. Click OK to save the details entered.