Segments are used to separate configuration details (message queues, custom properties, mailboxes, etc.) within iService into logical groupings. They are most commonly used to separate business units that have different sets of customers, topics, and mailboxes. However, since Segment Contact Properties can be made private they can also be used to provide access control over sensitive details for Agents. There are a number of business rules that are specific to Segments, which are described within the Business Rules
To learn about settings for segments that contain interactions, read the Standard Segment section below. To learn about segments that do not contain interactions and are only use for hierarchy or storing property values, read the Information Segment section below.
Informational Segment (Not a Standard Segment)