Procedure: Creating a Screening Rule
Purpose: To create or edit a screening rule.
- Go to the Screening tab.
- Do one of the following:
Select New from the File menu.
- Right-click anywhere on the Screening tab and select New.
- Select an existing screening rule and double-click or select Edit from the File menu.
The Screening Rule Editor opens, as shown in "Screening Rule Editor." If you are creating a new screening rule, the title of the dialog box is New Screening Rule; if you are editing an existing rule, its title is Edit Screening Rule.
With the Exact address match box cleared, the rule looks for messages having that address as a substring of their destination address. For example, email@example.com matches firstname.lastname@example.org and email@example.com.
With the Exact address match box selected, the screening rule looks for messages having that exact address as a destination. For example, firstname.lastname@example.org matches email@example.com but not firstname.lastname@example.org. This match is not case sensitive.
Instead of moving addresses from the left-hand window to the right-hand, you can directly type an address in the right-hand window.
—Match the addresses selected in Use these addresses and match the pattern defined in Use pattern
In the Use pattern area, compose the rule, using the drop-down lists for functions and operators. See Step 9.
—Match the addresses selected in Use these addresses or match the pattern defined in Use pattern. In the Use pattern area, compose the rule, using the drop-down lists for functions and operators. See Step 9.
With multiple check boxes selected, there are two ways that a screening rule can behave. Use the Merge sources checked above checkbox as one way to control this; see Screening Rules Reference: Subject‚ Body‚ and Header for an explanation.
- Click Add. The Choose category dialog box appears, as shown in Choose Category.
When an interaction matches this screening rule, the results are similar to classifying it using Genesys Content Analyzer: it receives a category name and a confidence level. The confidence level indicates that the system is x percent confident that this interaction belongs in this category. With Content Analyzer, the system assigns the category and confidence level. But with a screening rule, it is up to you, the user, to decide what category the interaction belongs to and how confident you are of that categorization.
Do so as follows: