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Create a matching rule for case routing

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Create a matching rule for case routing

Create a matching rule for a customer service case that identifies the case attributes as well as the agent resources.

Before you begin

Role required: admin


  1. Navigate to Routing and Assignment > Matching Rules.
  2. Click New.
  3. Fill in the fields on the Matching Rule form.
    This form contains the following sections:
    • Basic rule information
    • Applies to: use this section to create rule conditions
    • Resource: use this section to create agent and agent group conditions
    Table 1. Matching Rule form
    Field Description
    Name The name of the matching rule.
    Execution order The order in which this matching rule is to be executed. Similar to business rules, matching rules are processed based on execution order, from the lowest to the highest.
    Active Enable this check box to activate the matching rule.
    Applies To
    Table The table that stores the task for which the matching rule is being created. The default is the Case [sn_customerservice_case] table.
    Conditions Use the buttons in this field to build one or more conditions on the selected table. A condition is made up of a selected field, an operator, and a value. Add conditions using the AND and OR buttons. Delete conditions by clicking the X to the right of a condition.
    Matching The type of resource matching method to use for this rule: Simple, Advanced, Scripted, Selection Criteria.
    Select Simple to assign a task to a specific user.
    1. Click the lookup icon next to the Resource field.
    2. Select a Table name.
    3. Select a Document from the table.
    4. Click OK.

    Select Advanced to create a specific set of resource conditions. Then use the condition builder in the Resource field to identify these conditions.

    Select Scripted to create a customized script for identifying resources, with the goal of returning a list of users that have the same skills as the task. The task under consideration is set in the context of the script. For example:

    //current has the task record for which the rule is being executed.
    var task = current;
    var skills = task.getValue("skills");
    var skillUtil = new global.SkillsUtils();
    var skilledUsers = skillUtil.getAllSkilledUserIds(skills);
    return skilledUsers;

    Select Selection Criteria to create a matching rule for use with the assignment workbench. Create then rule and then add matching criteria using the Select Criteria related list on the Matching Rule form.

    Resource This field changes depending on the resource matching type selected in the Matching field.

    For Simple matching, use this field to select a table and a user.

    For Advanced matching, use the condition builder in this field to build one or more conditions to identify a resource. These conditions can be based on user role, agent group, specific skills, work load, or agent availability.

    Schedule based filtering This field applies to Advanced matching. Enable this check box to filter resources that are in schedule (work hours) at the time of routing.
    Script For Scripted matching. use this field to create a customized script for identifying resources. An example script is included. The expected return from a customized script is an array of resource sys_ids.
  4. Click Submit.
    The rule appears in the Matching Rules list.
  5. Open the newly created rule from the Matching Rules list and add the desired matching criteria.
  6. From the Select Criteria related list, click New.
  7. Select a Criterion.
  8. In the Use for field, specify how you want the matching criterion to be used.
    Ranking and display Use the criterion to determine agent ranking and displays it in a column on the workbench.
    Display only Displays the criterion in a column on the workbench but does not use it to determine agent ranking.
    Ranking only Uses the criterion to determine agent ranking but does not display it on the workbench.
  9. Select a Ranking Method.
    More is better For example, more availability is better when determining the agent ranking.
    Less is better For example, fewer assigned cases are better when determining agent ranking.
  10. Click Submit.
    The criterion appears on the Matching Rule form in the Select Criteria related list.
  11. (Optional) From the Select Criteria related list, set a Threshold for the criterion.
    A threshold sets a minimum requirement for a criterion. If necessary, personalize the list and add the Threshold field.