Cisco Webex Contact Center Business Rules Engine User Guide

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

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Book Title

Cisco Webex Contact Center Business Rules Engine User Guide

Chapter Title

Preface

Results

Updated:
December 7, 2020

Chapter: Preface

Preface

Change History

This table lists changes made to this guide. Most recent changes appear at the top.

Change

Date

Initial Release of Document

January 2021

About this Guide

The Webex Contact Center Business Rules Engine User Guide describes how to integrate Cisco Webex Contact Center with Business Rules Engine. This guide also describes how to configure the Business Rules Engine.

Audience

This document is intended for users who use Cisco Webex Contact Center to run their contact centers.

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Conventions

This guide uses the following conventions.

Convention

Description

Boldface font

Text in a boldface font indicates commands, such as user entries, keys, buttons, and submenu names. For example:

  • Choose Edit > Find.

  • Click Finish.

Italic font

Text in an italic font indicates the following:

  • A new term. Example: A skill group is a collection of agents who share similar skills.

  • Emphasis. Example: Do not use the numerical naming convention.

  • An argument for which you must supply values.

    Example:

    IF (condition, true-value, false-value)

  • A book title. Example:

    See the Webex Contact Center Getting Started Guide.

Window font

Text in a Window font, such as Courier, indicates the following:

  • Text as it appears in code or information that the system displays. Example:

    <html><title>Cisco Systems,Inc. </title></html>

  • Filenames. Example: tserver.properties.

  • Directory paths. Example:

    C:\Program Files\Adobe

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