PEC-IWD/Current/Administrator/IWDCategories - Revision history

WikiSysop at 10:45, April 27, 2022

2022-04-27T10:45:40Z

WikiSysop at 10:15, April 27, 2022

2022-04-27T10:15:33Z

Santhosh.annamalai@genesys.com: Published

2021-10-05T11:28:58Z

Published

Peter.chaplin@genesys.com: Published

2021-03-31T16:47:24Z

Published

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WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:33:46Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:44:52Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-09T14:04:42Z

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{{Article
|Standalone=No
|DisplayName=View, edit and create Categories and Rules
|TocName=View, edit and create Categories and Rules
|Context=How to work with the Categories that will segment your workitems and the Rules that will control how workitems are processed.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Each node in the Category tree corresponds to a business unit, department or process that handles a specific set of workitems for a specific purpose. Each node is associated with a Prioritization schema that controls how workitems are prioritized. Each node also specifies a Designer Endpoint at which its workitems are targeted, and enables you to define rules for how workitems are assigned to it.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=View and edit a Category
|anchor=ViewandeditaCategory
|alignment=Horizontal
|Media=Image
|image=SettingsCategory.png
|structuredtext=#Select the '''Settings''' tab.
#From the collapsible '''Categories''' panel, select the Category you want to view or edit.
{{NoteFormat|Remember that changes can have large impacts on contact center operation. }}
The {{Link-SomewhereInThisManual|topic=IWDPrioritization|anchor=top|display text=Prioritization schema}} and the Designer {{Link-SomewhereInThisManual|topic=IWDEndpoints|anchor=top|display text=Endpoint}} associated with this Category are displayed. You can change them if you have the appropriate privileges. Designer applications are loaded on the Designer Endpoint in order to match the segmented workitems with employees.
|structuredtextwide====Category levels and reporting===
The first level of Category ('''Service Department''' in the screenshot above) translates to the Department in historical reporting (for example, {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIiWDIntrDyPrcs|display text=here}}).

The second level of Category ('''Gold Sales''', '''Silver''' in the screenshot above) translates to the Process in historical reporting (for example, {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIiWDResPerfDshbrd|display text=here}}).

The third level, and any lower levels, do not translate to historical reporting. These levels add power to the capabilities, but you should establish a clear business reason why more than two levels need to be configured.

The first level filters all workitems that match the Category's criteria. Any sub-levels further filter workitems that match the first-level criteria as well as the sub-level's criteria. In this way you can create a hierarchy that funnels workitems through to lower levels of specificity to enable them to be handled in more specific ways.
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Add/delete controls
|anchor=Add/deletecontrols
|alignment=Horizontal
|Media=Image
|image=Subcategory.png
|structuredtext=*To add a new root category, at the bottom of the collapsible '''Categories''' panel, click '''Add root category...'''
*To add a sub-category to an existing category, click the + button to the right of the parent Category's name.
*To delete a Category click the X button to the right of the Category's name.
*:{{NoteFormat|You cannot undo deletion of a Category.|3}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Create a new Category
|anchor=CreateanewCategory
|alignment=Vertical
|Media=
|image=
|structuredtext=#Select the '''Settings''' tab.
#Open the collapsible '''Categories''' panel.
#Click either '''Add root category...''' or, to create a new sub-Category, the '''+''' symbol next to an existing Category .
#Give the new Category a name. For a sub-Category, you should enter a name that follows the naming convention for the root or parent Category, for example:
#:'''[source system] [department][process] high-level criterion'''
#Give the Category a business-friendly description, to include the rule intention if possible (see the examples below).
#From the drop-down list, select a {{Link-SomewhereInThisManual|topic=IWDPrioritization|anchor=top|display text=Prioritization schema}} for this Category.
#From the '''Route to Endpoint''' drop-down list, select a Designer {{Link-SomewhereInThisManual|topic=IWDEndpoints|anchor=top|display text=Endpoint}} for this Category.
#In the '''Assignment criteria''' section, create a rule or group of rules, or a Lucene query, that will determine which workitems are assigned to this Category. The examples below illustrate some relatively simple rules and rule groups.
#:{{NoteFormat|You can use {{#Widget:ExtLink|link=https://www.elastic.co/guide/en/elasticsearch/reference/7.3/query-dsl-query-string-query.html#query-string-syntax|displaytext=Elasticsearch query syntax}} in describing Categories and creating rules and rule groups.|2}}
#Click '''Save''' when you're done.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Rules
|anchor=IWDRules
|alignment=Vertical
|Media=
|image=
|structuredtext=The '''Assignment criteria''' panel shows which rules and rule groups have been set up for this Category (with the '''RULES BUILDER''' button selected). Rules determine which workitems are assigned to this Category. Rule groups are bundles of more than one rule. Rule groups can be coupled with standalone rules. (You can only nest rule groups down to the third level.) Every Category must have at least one rule configured. See the sample rules below.

===Lucene queries===
You can configure a Category by selecting the Lucene query option and entering Lucene query syntax in the field that displays:

[[File:SettingsCategoryLucene.png|800px]]

Workitems retrieved by the Lucene search will be assigned to this Category.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Rules examples
|anchor=Rulesexamples
|alignment=Horizontal
|Media=Image
|image=RuleExample1.png
|structuredtext====Example 1===
This rule assigns workitems to this Category if they meet the following conditions:

The value of their '''customerSegment''' attribute is <tt>New Enrollment</tt> 
AND 
EITHER 
 the value of their '''businessValue''' attribute is between <tt>300</tt> and <tt>900</tt> 
OR 
 the value of their '''productType''' attribute is <tt>Residential</tt>.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=RuleExample2.png
|structuredtext====Example 2===
This rule assigns workitems to this Category if they meet the following conditions:

The value of their '''customerSegment''' attribute is <tt>New Enrollment</tt> 
AND 
NEITHER 
 the value of their '''productType''' attribute is <tt>Residential</tt> 
NOR 
 the value of their '''productType''' attribute is <tt>Business</tt> 
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=RuleExample3.png
|structuredtext====Example 3===
This rule assigns workitems to this Category if they meet the following conditions:

The value of their '''customerSegment''' attribute is <tt>New Enrollment</tt> 
AND 
the value of their '''businessValue''' attribute is between <tt>100</tt> and <tt>700</tt> 
AND 
 the value of their '''productType''' attribute is <tt>Residential</tt>.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 14: / Line 14: @@
 |anchor=ViewandeditaCategory
 |alignment=Horizontal
-|Media=Image
+|Media=Video
-|image=SettingsCategory_3.png
+|image=684575173
 |structuredtext=On the '''Configuration''' tab, from the collapsible '''Categories''' panel, select the Category you want to view or edit.
 The {{Link-SomewhereInThisManual|topic=IWDPrioritization|anchor=top|display text=Prioritization schema}} and the Designer {{Link-SomewhereInThisManual|topic=IWDEndpoints|anchor=top|display text=Endpoint}} associated with this Category are displayed. You can edit them if you have the appropriate privileges. Designer applications are loaded on the Designer Endpoint in order to match the segmented work items with employees.
-|structuredtextwide====Category levels and reporting===
+|Status=No
-The first level of Category ('''Service Department''' in the screenshot above) translates to the Department in historical reporting (for example, {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIiWDIntrDyPrcs|display text=here}}).
+}}{{Section
 The second level of Category ('''Gold Sales''', '''Silver''' in the screenshot above) translates to the Process in historical reporting (for example, {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIiWDResPerfDshbrd|display text=here}}).
-The third level, and any lower levels, do not translate to historical reporting. These levels add power to the capabilities, but you should establish a clear business reason why you need to configure more than two levels.
+Historical reporting reports up to 10 levels of the IWD Category structure, which correspond to Departments and Processes.
 The first level filters all work items that match the Category's criteria. Any sub-levels further filter work items that match the first-level criteria as well as the sub-level's criteria. In this way you can create a hierarchy that funnels work items through to lower levels of specificity so you can handle them in more specific ways.
@@ Line 42: / Line 47: @@
 |sectionHeading=Create a new Category
 |anchor=CreateanewCategory
-|alignment=Vertical
+|alignment=Horizontal
 |structuredtext=#Select the '''Configuration''' tab.
 #Open the collapsible '''Categories''' panel.
@@ Line 110: / Line 117: @@
 AND<br />
 &nbsp;the value of their '''productType''' attribute is <tt>Residential</tt>.
 |Status=No
 }}{{Section
@@ Line 125: / Line 153: @@
 ##Is named indentically to the category tree path configured in the SRL that contains the required auto-acknowledgment content.  Spelling and punctuation must match exactly. If there are any discrepancies, no auto-acknowledgement is sent.
 #If a matching category path is found, IWD selects from that category the '''Active''' standard response that has usage marked for '''Acknowledgement.''' <br />If no match is found, or no standard response is configured in that category, no auto-acknowledgement email is generated.
 |Status=No
 }}
 }}

@@ Line 52: / Line 52: @@
 #From the '''Route to Endpoint''' drop-down list, select a Designer {{Link-SomewhereInThisManual|topic=IWDEndpoints|anchor=top|display text=Endpoint}} for this Category.
 #In the '''Assignment criteria''' section, create a rule or group of rules, or a Lucene query, that will determine which work items IWD assigns to this Category. The examples below illustrate some relatively simple rules and rule groups.
-#:{{NoteFormat|You can use {{#Widget:ExtLink|link=https://www.elastic.co/guide/en/elasticsearch/reference/7.3/query-dsl-query-string-query.html#query-string-syntax|displaytext=Elasticsearch query syntax}} in describing Categories and creating rules and rule groups.|2}}
+#:{{NoteFormat|You can use {{#Widget:ExtLink|link=https://all.docs.genesys.com/PEC-IWD/Current/Administrator/IWDQueries|displaytext=Lucene query syntax}} in describing Categories and creating rules and rule groups.|2}}
 #Click '''Save''' when you're done.
 |Status=No
@@ Line 115: / Line 115: @@
 |anchor=autoackCategory
 |alignment=Vertical
-|structuredtext===== {{NoteFormat|Auto-acknowledgements configured at the mailbox level will negate any corresponding configurations at the Category level.|}}Prerequisite ====
+|structuredtext====={{NoteFormat|Auto-acknowledgements configured at the mailbox level will negate any corresponding configurations at the Category level.|}}Prerequisite====
 The content of auto-acknowledgement emails is created and stored in a Standard Response Library (SRL). To set up an SRL  you need either eServices Manager or Designer, depending on your implementation.

@@ Line 65: / Line 65: @@
 |sectionHeading=Rules
 |anchor=IWDRules
-|alignment=Vertical
+|alignment=Horizontal
 |structuredtext=The '''Assignment criteria''' panel shows which rules and rule groups have been set up for this Category (with the '''RULES BUILDER''' button selected). Rules determine which work items are assigned to this Category. Rule groups are bundles of more than one rule.  Rule groups can be coupled with standalone rules.  (You can only nest rule groups down to the third level.) Every Category must have at least one rule configured. See the sample rules below.
+|structuredtextwide====Lucene queries===
 You can configure a Category by selecting the Lucene query option and entering Lucene query syntax in the field that displays:
-[[File:SettingsCategoryLucene.png|800px]]
+[[File:SettingsCategoryLucene.png|800px|link=https://all.docs-qa.genesys.com/File:SettingsCategoryLucene.png]]
 Work items retrieved by the Lucene search will be assigned to this Category.

@@ Line 5: / Line 5: @@
 |Context=How to work with the Categories that will segment your workitems and the Rules that will control how workitems are processed.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

PEC-IWD/Current/Administrator/IWDCategories - Revision history

WikiSysop at 10:45, April 27, 2022

WikiSysop at 10:15, April 27, 2022

Santhosh.annamalai@genesys.com: Published

Peter.chaplin@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"