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Creating New Data Rules

Updated: tech writers Edited:

You can create Classification and Validation Rules to check them against the interaction data.

Classification Rule

The Classification Rule can be used:

  • in standalone form as part of a Behavior for conditional step execution
  • in combination with a validation rule to validate complex data validation rules

The input for the Classification Rule is the value of the real-time interaction attributes (CLI, Attached Data, Agent chosen, and so on).

  1. From the main menu on the Cyara Portal, select the Build sidebar menu item and then click Data Rules underneath the Cyara Virtual Agent heading. The Data Rules screen will be displayed, listing all the existing Behaviors.

    Search Data Rules: You can search existing rules for any that match a user-specified string.
    • If you want to search for Classification Rules, select Classification Rules and then enter the search criteria.
    • If you want to search for Validation Rules, select Validation Rules and then enter the search criteria.

    After you enter the search criteria and click the Search button, only those data rules with Names that contain the search string will be displayed.

    To revert to the full list of data rules, click the Reset button.

  2. To create a new Classification Rule, click the New Classification Rule button. A screen as shown below appears:

  3. Enter the Classification Rules identifier in the Name field.
  4. Browse and select the Folder Path where the data rule is to be stored.
  5. Enter a description for the data rule in the Description field.
  6. Classification Rules Properties: Classification has several classes.
    • Enter the Display Name.
    • Enter the Key Name from the tables specifed in the Virtual Agent Variables topic. The Key Name can refer to either Interaction or Agent Properties.
      Note: The Key Name entered to validate the rule is case sensitive. If not entered correctly, it will result in a failure.

      Based on the Key Name, the Interaction or Agent attached data will be verified.

    • After you have entered the required details, click Add Property.
    • After you have added properties, to move to the next cell in a row, press the TAB key. If you are in the last row and last column, to add the next row, press the TAB key.
    • And/Or Rules
      1. Every property in the row will be evaluated with an AND condition. For example, if you specify the Interaction.UserData.PFS_id=2222 and Interaction.UserData.Priority=1 properties, the classification will be assigned if both values are present in the attached data.
      2. To assign the same classification for different types of interactions, add two rows. In the following example, the interaction will be classified as John Taylor if the priority is 1 or 2:
        1. Classification=John Taylor, Interaction.UserData.PFS_id=1111, Interaction.UserData.Priority=1.
        2. Classification=John Taylor, Interaction.UserData.PFS_id=1111, Interaction.UserData.Priority=2.
      3. The rules use exact matches to compare the property to the rule, so you need to use multiple rules to verify the accepted .uppercase/lowercase values. This means you would use one rule each for uppercase 'Value' and lowercase 'value'.
      4. The rules are executed in order, so ensure that you place the most important ones first.
      5. If it is necessary to validate data that cannot be classified, you need to add a classification at the end of the rule table and not specify any values to match.

        You can also create Classification Rules with Regex expressions. For example, if you create rules as shown below,

        and, if this Classification Rule is based on Interaction.Source:

        Then, the inbound calls from 5115 or 5105 are categorized as Gold Customer and the calls coming in from 5125 are categorized as Silver Customers.
        Note: If the syntax of invoking the Regex Call is correct, it will appear as bold. If the syntax is incorrect, it will show a validation error. The field does not check the validity of regular expressions entered by the user.

      6. After adding rules, to Cut or Copy a row, right-click in the row as shown:

      7. Click Cut or Copy, then use the Paste Above or Paste Below option.
      8. To delete a row, click in the row and use the Delete option.
  7. Click Save Details.
    • To confirm changes to an edited rule, click outside of the rules table and then click Save Details.

Validation Rule

The Validation Rule is based on the selected interaction classification (from the Classification Rule) and checks against the values of real-time interaction data attributes.

The Validation Rule is linked to the Classification Rule to allow for referential integrity of classifications. For example, if the customer calling is a Gold Sales call, then the customer should be routed with highest priority to the best agents.

The Validation Rule is used as a part of an execute data validation Step in the agent Behavior.

  1. To create a new Validation Rule, click the New Validation Rule button. A screen as shown below appears:

  2. Enter the Validation Rules name identifier in the Name field.
  3. Browse and select the Folder Path where the data rule will be stored.
  4. Enter a description for the data rule in the Description field.
  5. Browse and select the Classification Rule for this Validation Rule. The available Classifications appear based on the selected rule. Add the properties needed for the Validation Rule.
    Note: The available properties are listed above in the Table: Interaction Properties.
  6. Validation Rules Properties:
    • Select the Classification.
    • Enter the Description.
    • Click Add Rule.
    • After adding rules, to Cut or Copy a row, right-click in the row as shown:

    • Click Cut or Copy, then use the Paste Above or Paste Below option.
    • To delete a row, click in the row and use the Delete option.
    Note: You can also create Validation Rules with Regex expressions. This is similar to the details mentioned in Step e. of the Classification Rules section above.
  7. Click Save Details.
    • To confirm changes to an edited rule, click outside of the rules table and then click Save Details.
    Note: The available properties can be used in both Classification and Validation Rules.
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