Define conditions for a rule to delete interactions using a recycle bin

Define conditions to filter the rule for a specific customer's or employee's interactions (for example, ANI or a custom data field).

  • If multiple conditions are defined for a rule, the operator between the conditions is AND. The AND operator means that the rule is executed only on interactions that meet all the conditions.

  • If multiple values are defined within a parameter, the operator between the values is OR. The OR operator means that the condition is met when an interaction matches one of the values.

  • If both employees and organizations are selected in the Employees tab, both values must be met.

Example: Define conditions for a rule to delete interactions using a recycle bin

To delete all interactions handled by an employee named Ron Peters, define the DNIS, Extension, and Employee information.

Before you begin 

Review the conditions available in the Project Rules Manager.

Procedure 

  1. In the Conditions pane, select the Date tab.

  2. Set the Start Date and End Date (optional) for the rule in your regional date format. For example, in the United States, use mm/dd/yyyy.

    1. Start Date:

      • If you select a Start Date earlier than the current date, the rule applies to interactions that have a start date as of the specified date.

      • If you select a Start Date in the future, the rule applies only to interactions with a start date after the specified future date.

    2. (Optional) End Date:

      • If you set the End Date, the rule applies to interactions that exist as of the specified Start Date up until the specified End Date. When the End Date passes, the rule continues to run for 30 days as it awaits interactions inserted with a Start Date matching the specified date window for the rule.

      • If you leave the End Date blank, the rule runs indefinitely.

  3. To set more conditions, select the relevant tabs.

    • To assign more than one value or a range of values to a condition field, click add value (where applicable).

    • To use wildcards in alphanumeric condition fields, use the asterisk (*) character to represent numerous characters, or use the question select (?) character to represent one character. For example:

      • For all DNIS numbers beginning with 1800, enter 1800*. Calls with DNIS 18001111 and 18002222 qualify for the condition.

      • For all DNIS numbers in which all the digits are constant except for the fifth digit, enter 1800?1111. Calls with DNIS 180091111 and 180061111 qualify for the condition.

  4. When you have finished defining conditions for the rule, select Next.

What to do next 

Review settings for the rule to delete interactions using a recycle bin

Related topics 

Condition parameters