Add a rule

Available in wrap-up rule conditions only. This condition allows you to perform an action when call analysis detects a busy signal, answering machine, live person, or when no one answers the call. For example, you can set the rule action to schedule a callback in 10 minutes if a line is busy.

The Disposition box allows you to select Busy, Machine, No Answer, or Person. In special cases, you may type a free-form call analysis condition instead. For example, you might type disposition.classification.callable.sit. This feature supports any call analysis disposition that Genesys Cloud Edge might return. For more information, see Call analysis dispositions returned for Genesys Cloud Edge.

Available in pre-call or wrap-up rule conditions. Contact Property has two conditions:

• Last attempt: Compares the last time that the system attempted to call a contact or a contact number (home, cell, work) to a user-entered relative time (number of days, hours, and minutes in the past).
• Last wrap-up: Compares the last queue wrap-up code result to a user-entered relative time (number of days, hours, and minutes in the past or the future).

If the contact list is new or if there are no previous call attempts, the rule evaluates the condition to false and the system does not take the rule action.

The last attempt condition only counts real attempts. Busy, preview skipped, rule skipped, internal error, contactable time blocked, invalid phone number, number uncallable, contact uncallable, and callback disconnect evaluations do not count as attempts.

Data Action configures a pre-call or wrap-up rule condition to evaluate the result of a data action. To set up this type of rule condition, select a predefined data action, configure the input data that the action requires, and tell the rule how to evaluate the information returned by the action.

Using data action rule conditions, a rule can evaluate data returned from the Genesys Cloud Public API, Salesforce, Zendesk, or external REST API endpoints.

As data action rule conditions take a few steps to set up, this condition type is more fully discussed in the topic Use a digital rule to evaluate information from a data action. For background information, see Data actions in the About integrations article.

Available in pre-call or wrap-up rule conditions. Compares the contact’s phone number type with a specific phone number type, such as home, cell, or work.

Available in wrap-up rule conditions only. System Disposition allows you to write rule actions for outbound campaign attempts that did not make it to an agent. For example, you can select the Disposition wrap-up code for a call that timed out, and then set an action to schedule a callback in 10 minutes. Multiple wrap-up codes can be selected.

Available wrap-up codes are:

• ININ-OUTBOUND-AMBIGUOUS
• ININ-OUTBOUND-CAMPAIGN-FORCED-OFF
• ININ-OUTBOUND-DISCONNECT
• ININ-OUTBOUND-FAILED-TO-REACH-AGENT
• ININ-OUTBOUND-MACHINE
• ININ-OUTBOUND-PREVIEW-SKIPPED
• ININ-WRAP-UP-SKIPPED
• ININ-WRAP-UP-TIMEOUT

Available in pre-call or wrap-up rule conditions. Use this condition to specify an interval or a point in time when the rule must apply. The time and date you set is relative to the timezone set at the condition level. By default, Genesys Cloud mirrors the web browser timezone. You can change this default setting to a different timezone of your choice. 

Build each condition using one or more sub conditions of a specific type. You can configure a maximum of 10 time and date conditions per rule and 10 sub conditions per condition. 

1. Define a sub condition by selecting the days, dates, or specific time intervals during which the rule must apply.
2. Use one of the logical operators, AND or OR, to join with the next sub condition.
   
   Note: When you choose an operator, it applies to all the sub conditions. You cannot specify different operators for different pairs of sub conditions within the same condition.
   
   
3. Click Add New Sub Condition to add a sub condition to your logical expression.
4. Turn on the Invert Sub Condition toggle to apply the rule when the opposite of the selected sub condition is true. For example, when you invert the Day of the Month type sub condition with Is comparator for 15th and Last day of the Month, the rule applies on all days except the 15th and the last day of the month.

The following types of sub conditions and comparators are available:

• Day of the month –  
  • Is – Select the specific day or days on which the rule must apply. To simplify the day selection process, you can choose one of the quick filters, Last day of the Month, Odd day, or Even day, and then remove or add the required days. 
  • Is between – Select the date range; start and end date inclusive.
  • Is earlier than – Select the day of the month before which the rule must apply. If you set the 15th of a month, the rule applies from 1st to 14th midnight of every month. 
  • Is later than – Select the day of the month after which the rule must apply. If you set the 20th of a month, the rule applies from 21st midnight to midnight of the last day of the month.
• Day of the week 
  • Is – Select the specific day or days on which the rule must apply. If you require the rule to start on a certain day of the first week and end on the different day the next week, use the Is comparator. For example, if you require the rule to apply between Friday and Monday, choose the Is comparator, and select Fri, Sat, Sun, and Mon.
  • Between – Select continuous days of a week on which the rule must apply. The start and end days are inclusive.
• Specific date – To apply the rule set in the comparator once, on a specific date, set the Include Year option to Yes. To specify that the rule must apply for the date or dates every year, set the Include Year option to No.
  
  • Is – Select the specific date on which the rule must apply. You can select only one date at a time. To have two non-continuous dates, add another sub condition. 
  • Is between – Select the date range of a year on which the rule must apply. The start and end days are inclusive. If the year is not included and start date is later than the end date, the end date is treated as the next year date. For example, if the start date is November 21 and end date is March 1, the rule applies until March 1 of the subsequent year. 
  • Is earlier than – Specify the date of the year before which the rule must apply. If the year is not included and if you set May 15, the rule applies from January 1 to May 14 every year, including the start and the end date.
  • Is later than – Specify the date of the year after which the rule must apply. If the year is not included and if you set the October 20, the rule applies from October 21 to December 31 every year, including the start and the end date.
• Time of the day 
  • Is between – Select the start and the end time to apply the rule. If the end time is earlier than the start time, the rule runs overnight and ends at the specified time, the next day. For example, if the start time is 6:00 PM and end time is 4:00 PM, the rule applies from 6:00 PM of day one to 4:00 PM of day two, including the start and end time.
  • Is earlier than – Specify the time before which the rule must apply. The rule is applicable between 12:00 AM and the time set. For example, if you set earlier than 9:00 AM, Genesys Cloud applies the rule between 12:00 AM and 8:59 AM.
  • Is later than – Specify the time after which the rule must apply. The rule is applicable between the time set and 11:59 PM.

Available in wrap-up rule conditions only. Wrap-up Code compares the wrap-up code assigned after the call ended, to a user-entered wrap-up code. Multiple wrap-up codes can be selected.

For more information, see Wrap-up codes assigned by outbound dialing.

Data Action configures a pre-contact rule condition to evaluate the result of a data action. To set up this type of rule condition, select a predefined data action, configure the input data that the action requires, and tell the rule how to evaluate information returned by the action.

Using data action rule conditions, a rule can evaluate data returned from the Genesys Cloud Public API, Salesforce, Zendesk, or external REST API endpoints.

As data action rule conditions take a few steps to set up, this condition type is more fully discussed in the topic Use a digital rule to evaluate information from a data action. For more information, see Data actions in the About integrations article.