Intelligent Contact Distribution (ICD) Configurations

1. Prerequisites

• You will need a CCAAS Administrator role to be able to manage the ICD Configurations
• Learn about the ICD Capability
• Learn about the ICD API
• NOTE: The ICD API is invoked from the Agent Connect Skill. Therefore, to use the ICD Capability, conversations must flow through the Agent Connect Skill.

2. ICD Configuration

As explained in the ICD API there are two possible paths in ICD, namely the Business Override path & the ICD Decision Model path.

Business Override Path Configurations

1. Set up Channel Throttling Rule
2. Set up Hours of Operation Rule
3. Set up Queue Wait Time Rule