Manage users rules

AI-generated summary

Genesys Cloud provides a comprehensive Rule Management system within its Resource Center that enables administrators to automatically associate users, groups, and learning modules based on defined inclusion or exclusion criteria. The Rule Management page displays rule summaries including name, description, type, dependent module count, and last execution timestamp, with filter search functionality for efficient navigation. Rule creation requires defining specific criteria through the Rule Grouping section to include or exclude user groups with individual user specification. Administrators can configure multiple rule groups to expand criteria scope and utilize a Preview tab to verify associated users before implementation. The system enforces a complexity score maximum threshold of 17 to optimize search cluster performance; exceeding this limit triggers a warning to reduce groups or items. The Type field remains read-only and currently supports learning-type rules and activity plan rules applicable to learning modules and activity plans. The Rule Management interface supports full editing capabilities for all fields except Type, including adding or removing groups within rule grouping sections. A copy function automatically prefixes duplicated rules with "Copy," though newly copied rules remain unassigned by default and can be assigned through the Learning and Development page. Rules display Last run timestamps and Dependent field counts indicating mapped modules and can be reused across multiple modules or created directly from the Development and Feedback page or Activity Plans. Rule deletion requires removal of dependent associations through the Dependents tab, Auto Assign tab, and Reset Rule function before removal. System access requires appropriate licensing (Genesys Cloud CX 3, CX 2 WEM Add-on I, CX 1 WEM Add-on II, CX 3 Digital, or EX) and specific permissions including users > rules (Add, Delete, Edit, View) and users > ruleDependents (Delete, Edit, View). Access to the Rule Management page is available through Menu > User Management > Users Rules. The system maintains audit capabilities through dependent tracking and provides related documentation for user association rules, module assignment, and privacy rule configuration.

PrerequisitesClick to expand

Users rules define the logic that automatically associates users, groups, or learning modules based on specific inclusion or exclusion criteria. Each rule consists of configurable conditions that the system evaluates during auto-assignment, helping administrators streamline user management and reduce manual effort. The Rule Management page provides a centralized workspace where administrators can view, configure, and maintain rules. From this page, you can perform several key actions:

View: Open and review rule details, including conditions, dependencies, and associated modules.
Create: Define a new rule by setting up the desired inclusion or exclusion criteria.
Edit: Modify an existing rule to update its configuration or adjust conditions.
Copy: Duplicate a rule to reuse or adapt an existing configuration without altering the original.
Delete: Remove a rule that is no longer required.

The steps to access the Rule Management page and perform any of the preceding actions are as follows:

Navigate to the Users Rules page

To navigate to the Users Rules page, click Menu > User Management > Users Rules. The Rule Management page appears.

The following table describes the fields on the Rule Management page.

Field	Description
Filter rules search box	Use the Filter rules box to perform a search for a rule.
Learning list	Use this dropdown to view the rules for a type. Currently, Learning is the only type available.
+ Create Rule	Click to create a new rule. For more information about creating a rule, see the Create a rule section in this article.
Name	Indicates the name of the rule. Click to view detailed information about the rule.
Description	Includes the description of the rule that you provided when creating the rule.
Type	Indicates the rule type that you assigned when you created the rule. Currently, Learning is the only type available.
Dependents	Indicates the number of modules that are mapped to the rule. Click to view the Dependents tab on the rule.
Last run	Denotes the date and time that the rule was last run.

Work with the Rule Management page

You can view existing rules, create, edit, copy, and delete rules from the Rule Management page.

View an existing ruleClick to expand

Create a ruleClick to expand

To create a rule, perform the following steps:

On the Rule Management page, from the rules list, click a rule.
The Create rule section appears. In the Name field, enter the name of your rule.
In the Type list, select Learning or Activity Plan. For more information about activity plans, see Activity plans overview.
(Optional) In the Description field, enter a description for your rule.
In the Rule Grouping section of the Criteria tab, perform the following steps:
1. In the Include/Do not include list, select an option. For example, Include.
2. In the Group drop-down, select the group. For example, User.
3. Click + Add Rule Item. To delete a rule item, use the Delete icon.
4. In the Select User box, type the name of the user. You can include one user per box. To add more users or to include or exclude other groups, repeat this step.
5. Click + Add Rule Group to include a new rule group.
Click the Preview tab. The Users section displays the list of users associated to the rule. To check if a user is associated with the rule, perform the following steps:
1. In the Search box of the Users section, type the name of the user.
2. From the options that display, select the user. User rules automatically check whether the user is associated with the module. If not, no results appear.
Click Save. The module is updated with the rule. Genesys Cloud saves the rule as a learning type and you can use it in the current learning module or associated with other modules.

Create a rule from the Development and Feedback page. For more information, see Create a development and feedback module. You can also create a rule from Activity Plans. For more information, see Add a new activity plan.

Review your rule complexityClick to expand

At the lower right corner of the Create Rule section, you can view the Complexity field, which displays the complexity score of your rule. The score increases as you add more rules or groups. Hover over the icon next to the score and view the details of the complexity. For example, two groups and four items present in the rule. The complexity score helps you manage the number of items sent to the search cluster to retrieve agent details efficiently. The system allows a maximum complexity score of 17. If you exceed this limit, a warning message prompts you to reduce the number of groups or items in your rule.

Edit an existing ruleClick to expand

To edit an existing rule, perform the following steps:

On the Rule Management page, from the rules list, click a rule.
From the rule, click Edit.
The Edit Rule section appears. You can modify all fields except the Type field.
In the Rule Grouping section, you can perform the following actions:
1. In the Include/Do not exclude boxes, add new groups or delete existing ones. Users Rules includes users from any of the selected directory groups.
2. Click + if you want to add more groups.
3. Click Delete icon to delete the groups that you previously added.
4. Click Add Rule Grouping to create a new group.
Click the Preview tab and view the list of users available based on the grouping defined in the Criteria tab.
Click Save.

Copy an existing ruleClick to expand

To copy an existing rule, perform the following steps:

On the Rule Management page, select a rule you want to copy.
In the rule view, click Copy. A copy of the rule opens.
Make the required edits.
Click Create.

A new rule is created with a prefix Copy added to the title of the existing rule. You can rename the rule as needed. Since this rule is new, it is not assigned to any module or user by default. You can assign this rule to any modules from the Learning and Development page. For more information, see Work with user association rules.

Delete an existing ruleClick to expand

To delete an existing rule, perform the following steps:

On the Rule Management page, select a rule you want to delete.
In the Dependents column, click the link. The Dependent tab of the rule appears.
In the Actions column, click the icon. The Auto Assign tab of the associated module appears.
Click the Reset Rule icon.
Click Save.
Navigate back to the Rule Management page and select the rule again.
In the rule section, click Delete.

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Manage users rules

Navigate to the Users Rules page

Work with the Rule Management page

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