Manage business rules in the user interface

The Rules tab of the Business Rules page displays all business rules, their current status, and some attributes. From this tab, you can create, edit, clone, and test business rules.

To open this tab, navigate to Administration > Program Management > Business Rules.

The Rules tab enables you to view, manage, and create business rules.

The table in the Rules tab has the followings . All columns are read-only unless otherwise specified:
Column Name Description
Order

Priority for executing this business rule relative to other business rules.

To change the priority, enter a different number.
Rule Name Name of the rule.
A-B Test List of A-B test names.
Rule Type

The rule has the following rule type:

  • Custom: Configured in XML.
  • Other: Rules that do not fit into the other categories. Typically more advanced rules that cannot be handled by the business rules GUI. Often these rules do not launch a chat or call experience.
  • Override: Overrides other business rules.
  • Proactive Call: Launches a workflow that prompts the user to provide a number to be called.
  • Proactive Chat: Launches a live chat, where the user is prompted to type a message.
  • Reactive Call: Launches a button that the user can click a to start a call.
  • Reactive Chat: Launches a button that the user can click to start a live chat.
  • Worker Rule: Sets a variable or triggers an event. Does not directly launch a live chat.
Q-Thresh The Q-threshold, which is the percentage of chat slots reserved for an agent group before chats are queued. For a detailed explanation, see Design when to engage.
Funnel

Sets a funnel level for the rule so that if a proactive chat is launched, it will not launch again unless the user moves to a more important funnel level (with a lower number). The default value is 5. For a detailed explanation, see Proactive chat funnels.
Modified Date and time this rule was last modified.
GUI-editable

Indicates whether this rule is editable in the user interface.

  • If this rule is editable, you can double-click the corresponding row to edit it in the Edit Rule page.

  • If this rule is not editable, you can double-click the corresponding row to edit only its name in the Edit Rule page. You can edit other properties only in the Source tab, as described in Manage business rules in XML.
Active

Indicates whether this is active. To change a rule's activation status:

  1. Double-click the corresponding row to edit it in the Edit Rule page.

  2. In the General tab, select or clear the Active check box. For details, see Manage general settings for a business rule.

Add a business rule

  1. Click New and then select one of the following:

  2. In the Create Rule page, complete the following tabs:

  3. Click Save.

Edit a business rule

  1. Double-click a row in the table.

  2. In the Edit Rule page, update the following tabs:

  3. Click Save.

Clone a business rule

  1. In the table, right-click on the rule to duplicate, and select Clone from the context menu.
  2. The Clone Business Rule page opens, displaying the rule attributes from the original rule.
  3. Edit the following tabs as required, including changing the rule name.
  4. Click Save.

Create A-B tests

  1. Either right-click a business rule and click the New A-B Test button, or select a business rule with an existing A-B test attribute and select Edit A-B Test from the context menu.
  2. Enter a test name and description.
    • To set the same distribution level to each business rule check the Equal Distribution box.
    • To set different levels, clear the Equal Distribution box and enter a value in the Distribution fields. Make sure all of your distribution values total 100%.
    • Click the red X to delete a business rule.
  3. Click Save. The Business Rules table displays in the A-B Test column. You can now edit each business rule individually.

Select an A-B test winner

  1. After you run your tests, you will keep the best (winning) rule and delete the other rules.
  2. Select one of the test rule you want to modify and click End Test.
  3. Click the red X to delete the losing Business Rules.
  4. When a business rule emerges as a winner, it can be renamed, if necessary.
  5. Click End Test at the bottom of the window.
  6. Click Confirm. The test will be deleted along with the losing Business Rules.

Publish business rules

To push all changes to business rules to the production environment, click Publish.

Other tabs on the Business Rules page

The Business Rules page also has the following other tabs: