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Data rules are a set of rules defined to provide interrogation and analysis of bulk sets of business data (attached data) as a part of Agent testing. There are two types of data rules:

• Classification Rules
• Validation Rules

The Classification Rules are used to determine the classification of the incoming interaction. For example, whether it is the customer tier or business line of the interaction.

The Validation Rules are tied to classifications and validate the rest of the attributes attached to the interaction during call routing.

Once rules are defined, they can be used by Cyara Virtual Agent Behaviors. There are two usage scenarios:

• Conditional Activities
• Interaction Attribute Validation

Conditional Activities allow you to test specific agent behavior based on call classification. For example, an agent who does not have the skill set required to take a particular interaction could execute a consultation call if the interaction is classified as “Gold”.

Interaction Attribute Validation allows you to verify attributes if they all match the selected category. For example, if you receive an interaction classified as “Gold”, whether the Priority attribute would be set to 1 during interaction routing.

Platforms supported:

• Genesys – Rules for attached data, agent details
• Cisco – Rules for attached call variables 0..10, ECC variables
• Avaya – Limited support due to unstructured UUI attributes. Classification and Validation Rules can be used for an exact UUI match

Conditional Activities

To use the Conditional Activity feature, you should start with the following steps:

1. Get the details of your Computer Telephony Interaction (CTI) interaction attributes to be used for classification
2. Create Environment/Server and Site to connect to CTI
3. Create a Classification Rule
4. Create an Agent Behavior that uses the Classification Rule
   1. Add Activities to the Behavior, with a specific Classification
5. Create Agents to log in to CTI and specify default Behavior/Site

The following diagram describes the relationships between Classification Rules, Behavior, and Activity.

The following diagram shows how conditional activities are executed.

• Customer starts a Call/Chat session
• During IVR/Call Routing, attributes are added to the interaction
• Cyara Virtual Agent determines call classification to be “Classification 1”
• Activity 2 and Activity 3 are executed as identified Classification is 1
• Agent executes activities based on the classification; “Activity 4” is not performed because it should run only for “Classification 2”

Interaction Attribute Validation

To use Interaction Attribute Validation, you should start with the following steps:

1. Get the details of your CTI interaction attributes to be used for classification
2. Create Environment/Server and Site to connect to CTI
3. Create a Classification Rule
4. Create a Validation Rule that is based on the Classification Rule
5. Create an Agent Behavior that uses the Classification Rule
   1. Add an “Execute Validation Rule” activity to the Behavior and link it to the created Validation Rule
6. Create Agents to log in to CTI and specify default Behavior/Site

The following diagram describes relationships between Classification Rules, Validation Rules, Behavior, Agent, and Activity.

The following diagram details the Validation Rules flow:

• Customer starts a Call/Chat session
• During IVR/Call Routing, attributes are added to the interaction
• Cyara Virtual Agent determines call classification
• Execute Validation Rule Activity is executed; it evaluates if the determined classification and interaction attributes match
• Validation results are recorded in the Campaign Historical Reports

For the complete flow and an example, see the Data Rules Example topic.