Creating Dispatching Rule Sets in TAS

The content in this article is appropriate for: Administrators, Supervisors, or Agents with TAS Clients and TAS Super User privileges.

This article assumes that contact methods have already been created.

SC TAS has an option for Advanced Dispatching, which supports the creation of dispatching rule sets.

• Create Your First Rule Set
• Create an Additional Rule Set

1. Log in to the SC ACD
   The easiest way is to type [yourcompanyname].singlecomm.com into a browser, then log in with your email address/password.

2. Expand the TAS module options by clicking on TAS in the left-hand navigation bar
   

   

3. Access your current TAS accounts by clicking Manage Existing Accounts
   
   

   

4. Select the account you would like to create the set for by clicking on the account name, then click on the Dispatching tab at the top
   

   

   Have you noticed that some tabs are labeled in red text?
   This means that there is currently nothing configured on those tabs.

5. Dispatching Rule Sets are a component of Advanced Dispatching. To display these features, choose Advanced for the Dispatch Model.
   

   

   This will expand two advanced dispatching sections: Dispatch Rule Sets, and Rotations (covered in a separate article).

Create Your First Rule Set

1. To create your first Dispatch Rule Set, scroll down to New Set Name and type in a name for the set, then click Create Set.
   

   

   To prevent confusion, it’s a good idea to follow a meaningful naming convention. A name like “Dispatch Chris” is easier to understand than a name like “Rule Set A”

2. Now, you must configure the set. This is done by adding Rules.

3. Click New Rule
   
   

   

4. The Number Order in Rule Set will pre-populate in numerical order to reflect how many rules are in the current set. The order can be adjusted, but not from this location.
   For more information, see the article titled Adjusting the Number Order of Dispatch Rule Sets.

5. Add a Rule Label
   
   

   

   Don’t forget to use a meaningful naming convention!

6. Select a Rule Type. In this instance, we want to use the default option for Specific Contact Method.
   

   

   On Call Schedules will be covered in a future article, and Looping Rule Sets are covered here.

7. Click the dropdown list to see every available Contact Method and select the one you’d like to use.
   

   

   The process of creating contact methods is covered here.

8. Click Update to save the contact method and return to the Dispatching tab
   

   

Create an Additional Rule Set

Having multiple dispatch rule sets is convenient when you need to quickly reconfigure dispatch options. Multiple sets are also a requirement for Creating Looping Sets, or Rotation.

1. Click the New Set button on the right
   

   Did you notice that the set we just created is shown next to the New Set button and that the text on the Dispatching tab is no longer red?

2. Repeat steps #1-8 from the previous section
   

   Both sets are now shown next to the New Set button.

3. Now that you have two rule sets created, either can be configured as the dispatchSet field in your guided interaction and either can be Set as Standard which will designate it as the default set to be used when messages are dispatched.
   
   Do you really want to Set as Standard?
   When one rule set is designated as the standard, no other dispatch rule sets will be used unless the Rotation option is also selected under each rule set.
   For example: If there are 3 dispatch rule sets (Text 1, Text 2, and Email) and Text1 is set as standard, then only Text 1 will be used, the others will be ignored. If Text 1 is set as standard, but all 3 have Rotation=Yes, then the dispatched message will start with Text 1 (Standard), then move to the others in the rotation, splitting them fairly as each message is dispatched.

You created dispatching rule sets!