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This topic details an example for creating data rules. All the information provided below is for samples and should be used as a reference only.

A company called “Perfect Finance Galaxy” uses Genesys and has a need to verify its IVR and call routing quality. They have selected a set of customers classified into customer categories. They expect that a call will land in the correct category and will be answered by an agent with the correct skill set. Agents receiving calls from “Bronze” customers will go on hold for five minutes to find more information.

The expected attributes:

Step 1

For this, the first step is to create a Site:

Refer to the Creating New Sites page for more information on creating new Sites.

Step 2

Then create the Environment with the server details as shown:

Refer to the Adding a Genesys Voice Server page for more information.

Step 3

Define the Classification Rules as provided below:

During call routing, the customer identification and category is determined by CLI and stored in the interaction attached data:

• PFS_id – customer ID in the CRM

A set of rules is defined for each customer. The resulting classification will be the name of the customer.

To check interaction attributes, a property is added:

• Display Name: PFS ID
• Key Name: Interaction.UserData.PFS_id

During classification, PFS_id will be exactly compared to the values and the first matching result returned.

Refer to the Classification Rule section for more information.

Step 4

Define the Validation Rules as provided below:

Next, a Validation Rule is created to check if the customer category attribute is set correctly. In the Classification Rule field, select the rule that was created – “Classify by Customer ID” rule.

To check interaction attributes, a property is added:

• Display Name: Customer Segment
• Key Name: Interaction.UserData.CustomerSegment

Then enter the Validation Rules one by one, first selecting the classification and then the expected value for Customer Segment.

Refer to the Validation Rule section for more information.

Step 5

Create a Behavior – the next step is to create an Agent Behavior with Conditional Activities and add the Classification Rule to the Behavior as:

Then, continue with adding Behavior Activities as shown:

1. After receiving the phone call, add the validation of the interaction attributes.
2. Classifications can be entered either in the New Activity dialog or by clicking directly on the classification in the table.
3. For the “Patty Lucas” classification, introduce 5-second Hold – Retrieve activities 4-7.
4. In the New Activity pop-up, select the Execute Validation Rule Activity and in the Data Validation Rules field, choose the Validate Customer Segment Validation Rule created in the previous steps.
   
   

Refer to the Creating New Behaviors page for detailed steps on how to create Behaviors.

Step 6

Create agents to log in to CTI as shown:

The last step to bring everything together is to add an agent who will answer the calls.

1. Set the default Behavior to the newly created Answer and Check Customer Category.
2. The default Site setup is on “PerfectFinanceGalaxyHQ”.
3. Add the agent's Genesys credentials.

Refer to the Creating New Virtual Agents page for detailed steps on how to create agents.

Now the “Perfect Finance Galaxy” is ready to create Campaigns to run agent Behaviors and verify CTI routing and integration with the CRM.

Step 7

Create new Virtual Agent Campaign to simulate the agent that you just created.

1. In the Cyara Portal, select Campaigns > New Campaign.
2. Specify the following fields for the Campaign as shown below:
   • Name
   • Channel
   • Associated Plan
   • Run For
   • Ramp Up Time
     
     
3. In the Campaign Agent section, select the created Agent and add it to the Campaign.
   
   
4. Click the Save & Run button to start the Campaign.

Refer to the Creating and Running a Virtual Agent Campaign page for more information.

Step 8

Check the Real Time report if the agent has successfully logged in: In Cyara Portal, click Reports > Real-time.

After this, initiate a call to the agent and check the results.

Refer to the Viewing Real-Time Reports page for more information.

Step 9

Check historical reports, In Cyara Portal, from the main menu, click Reports > Historical Reports and select the call for the report. This will display the Agent Call Activity Detail report as shown:

To inspect the validation result, click the Detailed Result Failed/Success link for Execute Validation Rule activity.

The Validation Details report is displayed as shown:

The report provides information on Classification – which one was selected for the particular interaction as well as details how the Validation rules were executed. The failed rules are marked with Failed label, and the non-matching value is displayed in red.

Note: When executing a report, if there is an empty Validation Rule, then the report displays ANY in the Expected Value column as shown: