Business-rule naming conventions

Business rules names use conventions so that they are easy for agents and supervisors to understand when they are displayed in Agent Desktop. Understanding which business rules trigger a user's chat engagement facilitate agents understanding a user's story and helping the user.

Naming conventions contain the following types of information:

  • project information

  • solution information

  • conditions

The contact center team will learn to read the conventions, as they will see them for each engagement. In addition to the universal values listed below, there may be custom values needed for a specific program.

Project information

Information type Universal legend of acronyms and values
Client name N/A. This is your company name.
Program type

  • S - sales

  • C - care
Agent group These are team names or level differentiators.
Location If there are multiple contact centers, these are acronyms for each center.

Solution information

Information type Universal legend of acronyms and values
Nuance solution type

  • LC - live chat

  • SMS

  • Web chat
Marketing or buy pages

  • O - outside the buy-flow (purchasing process), such as marketing, contact, or FAQ pages

  • I - inside the buy-flow (purchasing process), such as personal information and payment forms
Engagement type

  • R - reactive chat

  • P - proactive chat
Device type

  • DTD - desktop device

  • DTM - mobile, smartphone

  • DTT - tablet

Conditions

Information type Universal legend of acronyms and values
Viewed same page 'X' times

PVX

  • PV - pages viewed

  • X - the number of times a page was viewed
Used back browser 'X' times

BBX

  • T - back browser

  • X - the number of times the back browser was clicked
Idle for 'X' amount of time

TX

  • T - time

  • X - the number of seconds
Received error  

Example