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.
A set of decisions and instructions that are created in Interaction Routing Designer (IRD) and that tell Universal Routing Server (URS) how to direct incoming customer interactions under different conditions. Can be contained in an Interaction Workflow. Can use subroutines, routing rules, business rules, attributes, interaction data, statistics, schedules, lists, and macros. Can apply logic (for example, segmentation, conditional branching, and so on). Can deliver the interaction to an agent or another target type, such as an ACD queue, agent group, campaign group, destination label (DN), place, place group, queue, group, routing point, skill group, or variable.
Screening rules scan an interaction and try to match either a destination address (who the message is going to, whether that is identified by an email address, a cell phone number, or some other parameter), a regular expression, or both. Screening is performed by Classification Server when it is triggered by a Screen Interaction object in a routing strategy.
A screening rule can optionally be associated with a category.
Screening Rules topics include:
- How to Create and Test Screening Rules
- Screening Rules Reference, including:
- Examples of Screening Rules
You can cut, copy, paste, and delete Screening Rules as well as other eServices Manager objects.
Sample Screening Rules for Sentiment and Actionability
As part of the installation of eServices Manager, Genesys supplies sample screening rules that analyze interactions for:
- The sentiment expressed—Positive, negative, or neutral.
- Actionability—Whether the interaction calls for attention from an agent.
To use this sample, import the file SentimentAndActionabilityScreeningRules.kme, which is located in the <eServicesManagerHome>\SentimentModel directory.
<eServicesManagerHome> is normally C:\Program Files\GCTI\eServices 8.5\eSMngrPlgAdm for Windows.
This file provides examples of screening rules for detecting sentiment and actionability, plus category trees containing categories that are assigned to any interactions that match the rules.