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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

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Routing Strategy

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.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Screening Rules

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.

Important
Screening can operate on any interaction that has text somehow associated with it, whether as the body of the interaction (email, chat), or otherwise (as user data, for example). In practice, it is expected that most interactions which are screened will be email messages; therefore, the terms email and message are used interchangeably here, to refer to these interactions. In fact, whatever is said here about email applies to any interaction that has associated text.

Screening Rules topics include:

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\eServices Manager.

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.

The installation of eServices Manager also includes sample Models and Training Data Objects that Content Analyzer can use to detect sentiment and actionability, and to identify language.

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This page was last modified on October 12, 2018, at 14:48.