Screening Rules

Screening rules scan an interaction and try to match either a destination address, a regular expression, or both. Screening is performed by Classification Server when it is triggered by a Screen object in a routing strategy.

A screening rule can optionally be associated with a category.

Important

Screening, like classification (see Genesys Knowledge Management: Content Analyzer), 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 or classified 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.

Screening Rules topics include:

• Screening Rules Use
• Screening Rules Reference
• Examples of Screening Rules
• Screening for Sentiment and Actionality