Screening rules consist of functions that are linked by operators and contain strings or regular expressions.
There are three basic functions:
Find("<text>"), where <text> is a text string. This function returns the result true if the e-mail contains the exact string between quotes, ignoring case.
RegExFind("<regExp>"), where <regExp> is a regular expression. This function returns the result true if the e-mail contains any string that matches the regular expression between quotes.
RegExMatch("<regExp>"), where <regExp> is a regular expression. This function returns the result true only if the entire content of the e-mail matches the regular expression between quotes.
Note: RegExFind looks for a match anywhere in the body of the e-mail, while RegExMatch demands that the entire body of the e-mail match the regular expression.
The basic functions and their extended versions are available as a drop-down list in the Use Pattern area of the Screening Rule Editor.
All three functions ignore case in searches, unless you extend the function by placing ,false after the last double quote. For example,
Find("pacific") matches Pacific and pacific.
Find("Pacific",false) matches Pacific but not pacific.
RegExFind has an optional argument that is represented as "key" in the drop-down list of the Use pattern area. If you include this argument, the system creates a key-value pair whose key name is this argument prefixed by ScrKey_ and whose value is the material that the screening rule matches. For example, with the function RegExFind("\d\d",ID_code,false), if an interaction includes any two-digit number, Knowledge Manager attaches to the interaction a key-value pair called ScrKey_ID_code whose value is that two-digit number.
&& is the binary operator and. For example, Find("interest rate") && Find("APR",false) matches a message only if it includes both interest rate and APR.
|| is the binary operator or.
! is the unary operator not.
In the table below are a few of the symbols you can use in regular expressions.
|
Symbol |
Meaning |
Example |
|
. |
Any single character, including space |
c.t matches cat, cot, and cut. |
|
\d |
Any digit |
\d\d matches any number from 00 to 99. |
|
* |
Zero or more of the preceding item |
bar*n matches ban, barn, and barrn. |
|
+ |
One or more of the preceding item |
go+d matches god and good. |
|
\ |
Turns off the special meaning of a symbol |
3\+4 matches 3+4 (3+4 would match 34, 334, 3334, and so on). |
For more information on screening rules, see "Screening Rules" in the "Genesys Knowledge Management: Basics" chapter of the Multimedia 7.6 User's Guide.