Configuring business logic-based routing APIs
To process cases quicker, ensure that assignments are routed to the most appropriate workers by using custom APIs for business logic-based routing. You can choose from default APIs or add custom APIs to meet your unique business needs. You can also override APIs to modify lists of available operators and work queues, so that the lists contain only relevant workers.For example, in a field service application you create an assignment with business logic that routes the service request to the operator whose postal code matches the location of the customer who raised the request. At run time, the system compares customer's postal code with the conditions configured in the business logic. The system then routes the assignment to the operator whose postal code meets the condition.
You configure the business logic-based routing APIs by completing the following tasks:
- 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.