Global business rules allow you to specify classification and prioritization rules for the entire iWD Solution. They provide:
the ability to configure classification rules globally instead of per Capture Point.
the ability to configure prioritization rules globally instead of per Department or Process.
support for tasks (interactions) not captured by iWD Capture Points. This includes Genesys as well as third-party media servers, such as Genesys E-mail Server, G+ Adapters, and custom integrations previously built using Open Media API.
Global rules are applied before any other rules. This means that for classification, the sequence is:
Global rules
Capture Point rules
Department rules
Process rules
Note: Any of these steps are optional, however after Capture Point rules are applied, a department/process has to be assigned, otherwise the task status will be changed to ERROR_HELD. Departments/processes can be assigned in both global and capture point rules, in which case the capture point rules will override.
For prioritization the sequence is:
Global rules
Department rules
Process rules