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.
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.
Screening Rules topics include: