You can change the processing order by selecting the item you want to move and clicking Move Up or Move Down.
To remove or edit a regular expression, select the row and click Remove. The Agent moves the regular expression from the list back to their respective fields.
If you want, you can then edit the match string and span parameters and add them back to the list.
The following field-specific tabs correspond to the fields in a CSR:
To define field-specific search criteria, click on the appropriate tab.
NOTE: The values displayed in the Tracking # field of CSRs are user-defined. For this reason, you define match strings in the Tracking # Identification tab with regular expressions, the same way you do in the Advanced Customer Identification tab. See Advanced Customer Identification and Tracking # Tabs for more information. |
On the Application and Customer Priority tabs, the Add All Codes button is provided as a time saver. Clicking this button automatically adds all the defined codes for the service domain to the list. The code description is used as the match string.
1 |
In the Match String field enter the keyword variables you want the Agent to search for. |
2 |
In the Code Value field, select a parameter. |
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In the Queue tab, select a user from the list of users that belong to the selected queue in the Assigned User Code Value field |
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In the CSR Type tab, select a CSR status associated with the selected CSR type in the CSR Status Code Value field |
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In the Priority tab, select Priority field uses same values if the values defined for the Priority field on CSRs are the same as those defined for the Customer Priority field |
4 |
Click Add>>. |
6 |
Click OK. |
You can change the processing order by selecting the item you want to move and clicking Move Up or Move Down.
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