Rules

In iWD Manager, when a department, process, capture point, or global rule is selected in the navigation tree, the rules for that particular context are shown on the right-hand side of iWD Manager, on the Rules tab. Rules are presented in a list, in the same order as they are applied to tasks.  You can change the order of rules by clicking the Up ( Up) and Down ( Down ) buttons. The rules are applied to tasks in the order that is specified in the table.

The logic of a particular rule can be expressed as either a linear rule or a decision table.

Any interaction attribute can be read or updated by business rule conditions and actions, respectively.

Standard Rules Template 

The standard Rules template defines the most commonly used rule conditions, actions, parameters, and functions. See Rule Templates for information about defining custom rule templates.

Conditions

The following table describes conditions for the Standard Rules Template:

Condition

Explanation

Business value is "from" to "to"

When business value of the task is between from and to, then...

Note: This rule condition is designed to test inclusive conditions. That is, the “from” and “to” conditions that are being checked are “>=” and “<=”, respectively. This must be understood in order to use this rule condition effectively.

Due Time is in "from" to "to" "units"

When the task due date/time is between from and to specified time units, then...

Note: This rule condition is designed to test conditions that are not inclusive. That is, the “from” and “to” conditions that are being checked are “>” and “<”, respectively. This must be understood in order to use this rule condition effectively.

Channel is "channel"

If the task channel is channel, then...

Department is "department"

If the department is department, then...

Due Time is in "from" to "to" "units"

When the task due date/time is between from and to specified time units, then...

No process selected

If the process is not assigned to the task, then...

Priority is "operator" "priority"

When the priority of the task is above, below, equal to, or not equal to value, then...

Process is "process"

If the task is assigned to process, then...

Task is overdue

When the task is overdue, then...

Integer "attribute" "operator" "integerValue"

When the value of a specified custom attribute of type integer is greater than/less than/etc. the specified integerValue, then…

Is first prioritization

When the rules being applied are part of the initial prioritization step (i.e. the value of the task attribute reprioritizeDateTime is empty), then…

Is reprioritization

When the rules being applied are part of the reprioritization step (i.e. the value of the task attribute reprioritizeDateTime is not empty), then…

Media type is "mediaType"

When the specified media type of the task is “mediaType”, then...

String "attribute" equals "stringValue"

When the value of a specified custom attribute of type string is equal to the specified stringValue, then…

Actions

The following table describes actions for the Standard Rules Template:

Action

Explanation

Activate task in "amount" "units"

Activate the task in the specified amount of time units.

Activate task in "amount" working "units"

Activate the task in the specified amount of time units, according to the task's business calendar (working days, working hours, and so on).

Note: A business calendar must be assigned to the task, before this action can be used.

Assign business calendar "business calendar"

Assign the specified business calendar to the task.

Assign distribution point "distribution point"

Assign the specified distribution point to the task.

Assign destination "archive"

Sets the archive destination for the task.

Assign iWD department "department"

Assign the task to the specified department.

Assign iWD process "process"

Assign the task to the specified process.

Assign WFM Activity "activity"

Assign the task to the specified WFM Activity.

Note: For iWD to read objects from Genesys Workforce Management, the Workforce Management Connector Service must be configured.

Increase iWD priority "amount"

Increase the iWD priority of the task by the specified amount.

Multiply business value "amount"

Multiply the business value of the task by the specified amount.

Reprioritize after "period" "periodType"

Reapply prioritization rules to the task after the specified amount of time units.

Reprioritize after "period" working "periodType"

Reapply prioritization rules to the task after the specified amount of time units, according to the task's business calendar (working days, working hours, and so on).

Note: A business calendar must be assigned to the task, before this action can be used.

Request agent "agent"

Request a specific agent for the task.

Request skill "skill"

Request a specific skill for the task.

Request agent group "agentGroup"

Specify which agent group is required to process the task.

Request place group "placeGroup"

Specify which place group is required to process the task.

Set activation date from "customAttribute"

Set the activation date/time of the task from the specified custom attribute of the task.

Set activation time "time"

Set the time at which the task is activated.

Set business value "businessValue"

Set business value of the task to the specified value.

Set due date from "customAttribute"

Set the due date/time of the task from the specified custom attribute of the task.

Set due time "time"

Set the time at which the task is due.

Set priority "priority"

Set the priority of the task to the specified value.

Set integer "attribute" value "integerValue"

Set the value of a specified custom attribute of type integer to the specified integerValue.

Set string "attribute" value "stringValue"

Set the value of a specified custom attribute of type string to the specified stringValue.

Task Due in "period" "periodType"

The task is due after the specified amount of time units.

Task Due in "period" working "periodType"

 

The task is due after the specified amount of time units, according to the task's business calendar (working days, working hours, and so on).

Note: A business calendar must be assigned to the task, before this action can be used.

Task expires in "period" "periodType"

The task expires after the specified amount of time units.

Task expires in "period" working "periodType"

The task expires after the specified amount of time units, according to the task's business calendar (working days, working hours, and so on).

Note: A business calendar must be assigned to the task, before this action can be used.

Parameters

Parameters in a Rules template describe the nature of the parameters that are used in rule conditions and actions. This includes how parameters are presented to the user (who is creating the rule), how input is validated, and so on.

The following table describes parameters for the Standard Rules Template:

Parameter

Description

periodType

Presents you with predefined types of time periods, such as days, hours, or minutes.

businessValue

Allows you to enter the numeric value that represents business value.

period

Allows you to enter the numeric value. Combined with the periodType, it gives the actual value of the time period.

priority

Allows you to enter the numeric value that represents iWD priority.

process

Presents you with a list of processes that are defined in the solution. This list is dynamic; it changes as processes are added or removed.

periodFrom

Allows you to enter the numeric value that represents the start point of a period, in time units, according to period type.

periodTo

Allows you to enter the numeric value that represents the end point of a period, in time units, according to period type.

customAttribute

Allows you to enter text that represents the name of a task custom attribute.

skill

Presents you with a list of skills that are read from the Genesys configuration database. This list is dynamic; it changes as skills are added or removed.

businessCalendar

Presents you with a list of business calendars that are defined in the solution. This list is dynamic; it changes as business calendars are added or removed.

periodTypeBC

Presents you with predefined types of time periods used in business calendars, such as working days, working hours or working minutes.

operator

Provides operators Equal To, Not Equal To, Less Than, Less Than or Equal To, Greater Than, and Greater Than or Equal To, that can be used to compare values of custom attributes of type integer, to values specified in a rule condition.

department

Presents you with a list of departments that are defined in the solution. This list is dynamic; it changes as departments are added or removed.

wfmActivity

The associated WFM activity.

mediaType

The media type.

taskChannels

Presents you with a list of predefined task channels, read from an iWD Lookup Table.

agent

Presents you with a list of agents’ user names that are read from the Genesys configuration database. This list is dynamic; it changes as agents get added or removed.

agentGroup

Presents you with a list of Agent Groups that are read from the Genesys configuration database. This list is dynamic; it changes as agents get added or removed.

placeGroup

Presents you with a list of Place Groups that are read from the Genesys configuration database. This list is dynamic; it changes as agents get added or removed.

distributionPoint

Presents you with a list of distribution points that are defined in the solution. This list is dynamic; it changes as processes get added or removed.

integerValue

Allows you to enter an integer value for use in rule conditions or actions that evaluate the value of tasks custom attributes.

stringValue

Allows you to enter a string value for use in rule conditions or actions that evaluate the value of tasks custom attributes.

attribute

Allows you to enter text that represents the name of a task attribute.

archive

Presents you with a list of possible archive destinations for expired tasks.

Functions

The following table describes functions for the standard Rules template:

Function

Description

getCurrentDT

Returns the current date and time, in UTC format.

getPeriodDTFrom

Adds the specified amount of time units (minutes, hours, or days) to the specified date/time value.

setDepartmentAndProcess

Sets the department and process of the given task from a given string, in department|process format.

isProcess

Is true if a given task is assigned to a given process; otherwise, it is false.

setTime

Sets the time portion of a given date/time value from a string value, in hh:mm format.

getDueDT

Returns the task due date, or throws an exception if a due date is not set.

compareInteger

Compares the values of two integers.

setIntValue

Sets the value of a task attribute as an integer.

getIntValue

Gets the value of a task attribute as an integer.

setStringValue

Sets the value of a task attribute as a string.

getStringValue

Gets the value of a task attribute as a string.

increaseIntegerValue

Increases the value of an integer by adding to it.

multiplyIntegerValue

Increases value of an integer by multiplying it by some factor.

getDTValue

Gets the value of a task attribute as date/time.

setDTValue

Sets the value of a task attribute as date/time.

notNull

Is true if a task attribute value is Not Null, otherwise, is false.

isNull

Is true if a given task attribute value is Null, otherwise, is false.

getWFMActivityContext

Retrieves WFM Activity context (Business Unit or Site).

getWFMActivity

Retrieves WFM Activity

Linear Rule

A linear rule is a business rule that has a set of conditions (when) and actions (then), and is used for a simple (linear) business case. For example, "when a task is due in 1 to 8 hours, set the task's priority to 20."

To specify a linear rule:

  1. In iWD Manager, in the Department & Processes navigation tree, select a department, process, capture point, or global rule.

  2. On the right-hand side of iWD Manager, on the Rules tab, click New Linear Rule.  

  3. In the Name field, enter a name that identifies the rule.

  4. Select the Phase in which to apply the rule. Depending on the current context (capture point, department, process, or global rule), this can be either classification, prioritization, or archiving.

  5. If needed, set the Start Date and End Date.
    Leaving these empty means that the rule activation period is unconstrained.

  6. Select one or several conditions for the rule from the Add condition combo box.
    Conditions are logically concatenated by using the logical AND function.

Note: Available actions and conditions are defined in Rules templates. If a new action or condition type is required, add it to either an existing rules template or a new template.

  1. Select one or several actions for the rule from the Add action combo box.

  2. To save the specified rule, click either Save or Save & Close.

Decision Table

Decision tables have a set of the same conditions (when) and actions (then) as linear rules, but have different parameters and are used for a complex (structured) business case. 

Use decision tables to avoid dozens of linear rules in the system. Defining a decision table is similar to defining a linear rule. The following procedure explains how to define a decision table.

To specify a decision table:

  1. On the Rules tab, click New Decision Table. 

  1. Specify the rule Name, Phase, Start Date, and End Date, as required (in the same way as for a linear rule).

  1. Click Add Add rule, and then enter the name of the rule.

  1. Select one or several conditions for the rule from the Add condition combo box. For each selected condition, set the parameter value.

  1. Select one or several actions for the rule from the Add action combo box. For each selected action, set the parameter value.

  2. To delete a condition, action, or rule, click Delete Delete , which is located on the right-hand side of the column (for conditions and actions) or on the right-hand side of the row (for rules).

  3. Repeat steps 3—5, until you have set all of the required cases. The result is a sort of table in which the columns represent rule conditions and actions and the rows contain real conditions and action parameter values.

  4. To save the specified rule, click either Save or Save & Close.