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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

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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:

This page was last modified on April 4, 2014, at 15:28.

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