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Status Under review
Created by Kaci Joslin
Created on Oct 6, 2022

WFI Rules: Apply multiple conditions to skill based rules

We are utilizing WFI rules in the Contact Center. Most of our rules are skill based. We'd like to be able to utilize multiple conditions on these rules. This is an option for Agent rules but not skill based rules. The below is an example of the type of condition we'd like to create for a skill based rule to show the complexity of our request:

If there are fewer than 5 emails in the Support_EML_World skill, and more than 100 emails in the Support_EML_General skill, and the oldest Support_EML_World email is less that 24 hours old, activate the Support_EML_General skill for anyone in the 'Skill Assignment by Rep' tab marked with 'inactive' that belongs to the World support champion team.

3 MERGED

WFI Rules: MAX Agent Notification for Skill based Rules

Merged
We are utilizing WFI rules in the Contact Center. Most of our rules are skill based. We'd like to be able to utilize the 'Send an Agent Message to Agent' option for skill based rules but that is only available for Agent based rules.
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review