Conditions and Qualifiers for People Match
  • 19 Jul 2022
  • 3 Minutes To Read
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Conditions and Qualifiers for People Match

  • PDF

People Match uses a Rules-like UI called Priority Boost, where you can set criteria on how to prioritize Customers that match what's on your prioritization list.

For more information on how Customers are matched, see How Customers are prioritized with People Match.

The table below lists Conditions available to use as Criteria for Priority Boosts.

ConditionsQualifiersDescription
SkillsAll of, Any ofRefers to the skills associated with Agents when there's a matching Customer Condition.
ChannelChat, Email, Facebook Messenger, SMS, Twitter, Voicemail, Instagram Messaging, WhatsAppRefers to the Channel of any active Contacts in the Conversation. Options include Chat, SMS, Facebook Messenger, Twitter, WhatsApp, Email, and Voicemail.
  • Voice and Tasks are currently not supported by People Match.
InboxIncludes, ExcludesRefers to the Inbox the Conversation is currently in.
Transfer StatusInitial matching, RematchingRefers to whether a Customer who reached out is being matched for the first time, or if they've been transferred and need to be rematched.
  • Initial matching is when the Contact Contact is not yet assigned, including when it's missed or declined before being assigned.
  • Rematching is if the Contact was accepted, but the Agent subsequently puts the Contact back in an Inbox to be reassigned or transferred to another Agent.
Due DateDue In, Overdue, Overdue ByRefers to whether the due date is at or beyond a certain threshold.

It takes ~60 seconds for boosts to apply.
TopicsAny Of, All Of
  • Refers to the Topics assigned to the Conversation. The "All of" Condition is met if all selected Topics are present, while the "Any of" Condition is met if at least one selected Topic is present. Topics need to be already applied to the Conversation.
  • For the "Topics added" Rule Trigger, this refers to the Topics being added at that time and not Topics added before the triggering event. Use the "Topics" Condition when you use the "Topics added" Trigger unless you want to Trigger the behavior for every Topic that's added.
Custom Attributes StringsContains, Does Not Contain - Any, Only, RegEx, WordsTailored to the custom attributes you have set for Customers. If available, these Conditions appear at the bottom of the list of standard Conditions.
Custom Attributes CurrencyIs, Is not - Between, Equal to, Greater than, Greater or equal, Less than, Less or equalTailored to the custom attributes you have set for Customers. If available, these Conditions appear at the bottom of the list of standard Conditions.
Custom Attributes NumberIs, Is not - Between, Equal to, Greater than, Greater or equal, Less than, Less or equalTailored to the custom attributes you have set for Customers. If available, these Conditions appear at the bottom of the list of standard Conditions.
Wait TimeIs greater thanRefers to how much time has passed since the Customer first entered the queue. This Condition is paired with a Channel selection — if you choose Any Channel, this refers to the oldest active Contact for that Customer; if you choose a specific Channel, the Wait Time will be counted from when that Contact first entered the queue.

It takes ~60 seconds for boosts to apply.

Note that this Condition does not factor in the Transfer Status. For example, if a Customer enters the queue ("moment A"), then is matched with an Agent, and then is reassigned back to the Inbox ("moment B"), the Wait Time will continue to refer to "moment A" and not "moment B."

Custom attributes boost behavior

When using any custom attributes via Lookup Adapter, which takes Gladly a subsecond to look up, keep note of nuances that could affect when People Match boosts are applied. 

Applicable boosts are typically applied if a Customer can't be routed to an Agent immediately because there are no Agents available; therefore, there's time for a lookup to occur and apply a boost. But in situations where there is an available Agent, the Customer may route immediately to an Agent during the subsecond time required for the lookup to occur and apply a boost. In this case, a boost may not apply at all.

Number comparison operators

To utilize custom attributes that rely on numerical values as an identifier (e.g., points, spend), you can apply number operators as part of your Priority Boosts Conditions. See number comparison operators to learn more. 


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