Managing Playbooks

A Playbook is a saved scenario that specifies how one or more Traffic Distribution Groups (TDGs) redistribute agents and phone numbers between Regions. Each Playbook:

• Selects one or more TDGs
• Sets agent distribution percentages for each Region
• Sets telephony (phone number) distribution percentages for each Region

When you execute a Playbook, these distributions are applied automatically. This lets you move traffic quickly without making manual changes during an incident.

You can configure Playbooks for different situations, such as:

• Full failover to a secondary Region
• Partial traffic shifts for testing
• Distributing specific business lines independently

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Before You Begin

• You need the ACGR Admin role.
• At least one Traffic Distribution Group must exist. You cannot create a Playbook without one. See Managing Traffic Distribution Groups.

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Viewing Playbooks

Navigate to CxPortal > ACGR > Playbooks. The All Playbooks table displays:

Column	Description
Name	The Playbook name, shown as a clickable link. Clicking the name opens the Edit Playbook dialog.
Description	A short summary of the Playbook's purpose.
Date created	The date and time the Playbook was created.
Last used	The date and time the Playbook was last executed.
No. TDGs	The number of Traffic Distribution Groups included in the Playbook.
Actions	Edit (pencil) and Delete (trash) icons.

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Creating a Playbook

1. Open Playbooks — Navigate to CxPortal > ACGR > Playbooks.
2. Create a new Playbook — Click Create New Playbook.
3. Name the Playbook — Enter a clear, recognizable name.
4. Add a description — Provide context to help others quickly choose the correct Playbook.
5. Select TDGs — Choose the Traffic Distribution Groups to include.
6. Set distributions — Configure agent and phone number percentages for each Region.
7. Click Create Playbook to save the Playbook — Once saved, the Playbook appears in the All Playbooks table and is available for selection from the Failover Now dialog.

Info: Agent Distribution percentages for the primary and secondary Regions must total 100 within each TDG. The same applies to Telephony Distribution.

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Editing a Playbook

To update an existing Playbook:

1. Locate the Playbook in the All Playbooks table.
2. Click the pencil (Edit) icon.
3. Update the fields as required.
4. Click Update Playbook to save your changes.

From the Edit Playbook dialog you can also:

• Update agent and telephony distribution percentages per TDG.
• Remove a TDG from the Playbook using the delete icon next to it.

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Deleting a Playbook

1. Locate the Playbook in the All Playbooks table.
2. Click the trash (Delete) icon in the Actions column.
3. Confirm the deletion.

Danger: Deleting a Playbook is permanent and cannot be undone. Deleting a Playbook does not affect the TDGs or agents it referenced; only the Playbook definition is removed.

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