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.

For More Information Screening Rules In the Genesys Engage Digital (eServices) 8.1.4 Genesys Knowledge Management User Guide Functions and Components In the Genesys Engage Digital (eServices) 8.5.0 eServices Deployment Guide Functions and Components In the Genesys Engage Digital (eServices) 8.5.1 eServices Deployment Guide Screening Rules In the eServices Digital Administration 8.5.0 eServices Manager Plug-in for GAX Screening Rules In the eServices Digital Administration 8.5.1 eServices Manager Plug-in for GAX Screening Rules In the eServices Digital Administration 8.5.2 eServices Manager Plug-in for GAX

Suggestions To comment on a term, or suggest a new term, send a quick email to the Glossary Team

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