Jump to: navigation, search

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 (e-mail, chat), or otherwise (as user data, for example). In practice, it is expected that most interactions which are screened 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:

You can cut, copy, paste, and delete Screening Rules as well as other Knowledge Management objects.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on August 10, 2017, at 05:39.