Configure queues and queue rules

Note:
If you are upgrading, skip this information and proceed to Configure the Integration Service for incidents and chats.

Queuing concepts

The PureConnect Integration to Oracle Service Cloud Integration is designed to route incidents to the appropriate agent in order to drive the best customer experience. The routing uses customer data that is already captured in Oracle Service Cloud. The Oracle Service Cloud Integration uses a universal queue to determine which incidents to route.

Incidents can include:

• Phone calls

• Emails and chats

• Any object or process

Note:
The Integration Service can route any object—not just incidents. For example, you could use this service to route RMAs.

Incidents can be generated by:

• Email receipt

• Web form completion

• Social media tracking

To take full advantage of the PureConnect Integration to Oracle Service Cloud, it is important to understand what to configure and how incident routing works. Configure the Oracle Service Cloud Integration for each type of object that you want to route.

Complete the following to create incident queues, configure them, and configure rules to govern their behavior.

• Route based on Oracle Service Cloud interfaces

• Create incident queues

• Assign a profile to the incident queue

• Create incident rules

• Configure chat queues

• Create a universal queue chat queue

• Designate the universal queue chat queue as a universal queue (Oracle Service Cloud versions before

• Designate the universal queue chat queue as a universal queue (Oracle Service Cloud versions after

• Assign a profile to the chat queue (all versions)

• Create a rule to assign chats to the universal queue chat queue