Setting up Intelligent Task Recommendations
Efficiently recommend tasks to agents using Intelligent Task Recommendations, a feature that aligns tasks with agents based on predefined policies and filtering conditions. Determine the applications through which you can access task recommendations.
Configuration overview
The steps to set up Intelligent Task Recommendations are:
- Create a policy: Define a policy that governs whether a task should be recommended to a selected agent. This policy is essential for ensuring that the right tasks are matched with the right agents. For more information, see Create Task Recommendation Policies.
- Map the policy to applications: Associate your policy with specific applications to allow dispatchers or agents to utilize the task recommendation feature within those applications. This ensures that recommendations are accessible where they are most needed. For more information, see Map applications to Intelligent Task Recommendation policies.
- Define optional recommendation criteria: Enhance the accuracy of task recommendations by defining additional criteria. These criteria are divided into two categories:. See Create custom recommendation criteria for more information.
Note:
- Enhance the accuracy of task recommendations by defining additional criteria. These criteria are divided into two categories: For more information, see Predefined recommendation criteria.
- Filtering constraints filter out tasks that do not meet the defined constraints.
- Ranking criteria rate the tasks and apply an appropriate score.
- Custom recommendation criteria are defined by script includes. For more information, see Providing a script for custom task recommendation criteria.