Screening rules

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Category

In eServices, an item in a system of categories and subcategories, called a category tree, that is created and edited by using eServices Manager (previously, Knowledge Manager). Besides denoting a concept, a category may be associated with one or more standard responses, and one or more screening rules. If an incoming e-mail is assigned to the category, the category’s standard responses can serve either as the content for an automated reply or as suggestions for agents to use in their replies. A terminal or leaf category is one that contains no subcategories. A nonterminal category is one that does contain subcategories.
See also Knowledge Management.

 

Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Routing Strategy

A set of decisions and instructions that are created in Interaction Routing Designer (IRD) and that tell Universal Routing Server (URS) how to direct incoming customer interactions under different conditions. Can be contained in an Interaction Workflow. Can use subroutines, routing rules, business rules, attributes, interaction data, statistics, schedules, lists, and macros. Can apply logic (for example, segmentation, conditional branching, and so on). Can deliver the interaction to an agent or another target type, such as an ACD queue, agent group, campaign group, destination label (DN), place, place group, queue, group, routing point, skill group, or variable.

 

Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

This topic is part of the manual eServices Manager Administrator's Guide for version Current of eServices Manager.

Screening rules enable you to analyze messages so that you can decide how to handle them. This page describes screening rules and provides examples for common purposes.

Screening rules scan an interaction and try to match either a destination address (who the message is going to, whether that is identified by an email address, a cell phone number, or some other parameter), a regular expression, or both. Screening is performed by Classification Server when it is triggered by a Screen Interaction object in a routing strategy.

A screening rule can optionally be associated with a category.

You can cut, copy, paste, and delete screening rules as well as other eServices Manager objects.

Important
Screening can operate on any interaction that has text somehow associated with it, whether as the body of the interaction (e-mail, chat), or otherwise (as user data, for example). In practice, it is expected that most interactions which are screened will be e-mail messages; therefore, the terms e-mail and message are used interchangeably here, to refer to these interactions. In fact, whatever is said here about e-mail applies to any interaction that has associated text.

More information

See the following links for more information:

Examples of screening rules

The following examples show screening rules you can use for typical purposes:

Example: Credit card number

To find text that includes a typical credit card number, you need to match a sequence of four groups of four digits, each group separated by -(hyphen):

\d\d\d\d\-\d\d\d\d\-\d\d\d\d\-\d\d\d\d
Important
This regular expression also works without the \ (backslash) before the hyphens. However, it is better practice to write \- for the character hyphen, because the hyphen also has a special use in range expressions like [a-z].

Or if you want to allow for the possibility that some people will omit the hyphens, use? to make the hyphen optional:

\d\d\d\d\-?\d\d\d\d\-?\d\d\d\d\-?\d\d\d\d

You could also use the repetition notation to shorten each \d\d\d\d to \d{4}.

Example: North American phone number

North American phone numbers consists of ten digits, grouped into two groups of three and one of four. There are a number of ways for the groups to be separated:

  • 203-555-1234
  • (203) 555-1234
  • (203)555-1234
  • 203 555-1234
  • 203.555.1234

The following regular expression matches all of the above:

(\d\d\d|\(\d\d\d\))[\s\.\-]?\s*\d\d\d[\-\.]\d\d\d\d 

Phone Number Regular Expression

Symbols Meaning Remarks
\d\d\d Three digits
\d\d\d|\(\d\d\d\) Three digits, or three digits enclosed in parentheses \ turns off the special meaning of the character (
[\s\.\-]? Space or period or hyphen or zero Any one of the items enclosed in square brackets, either once or not at all
\s* Zero or more spaces
\d\d\d Three digits
[\-\.] Hyphen or period Note again the need to use \
\d\d\d\d Four digits


Example: Telltale Words

To screen for interactions from dissatisfied customers, you might try a regular expression like the following:

(not\s([a-z]+\s)*(pleased | satisfied)) | unhappy | complain

The first part of this expression matches ''not'' followed by zero or more words followed by ''pleased'' or ''satisfied''; for example, ''not'' very pleased, not satisfied, not at all satisfied (but it also matches strings like ''can not believe how pleased I am''). The rest matches the single words "unhappy" and "complain."