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).
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.
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