Define conditions for an Interaction Analytics Export rule

Define conditions for Interaction Analytics Export rules to ensure that the rule's action is only performed on interactions that meet the rule's conditions.

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 Speech Analytics rule

To apply the rule to voice interactions dialed to a specific contact center, define the organization/group, Direction, DNIS, and interaction type.
To apply a rule to voice interactions that are at least one minute long, set the Duration to more than one (1) minute.

Before you begin

Review the conditions available in the Project Rules Manager.

Procedure

In the Conditions pane, select the Date tab.
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.
- 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.
  For Interaction Analytics Export rules, it is not recommended to set a start date more than 365 days in the past.
- (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.
To set more conditions, select the relevant tabs.
- To assign more than one value or range of values to a condition field, click (where applicable).
- To use wildcards in alphanumeric condition fields, use the asterisk (*) character to represent numerous characters, or use the question mark (?) 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.
When you have finished defining the conditions for the rule, select Next.
In the Review pane, review the attributes, actions, and conditions for the rule.
(Optional) To create the rule without activating it, clear the Enable rule check box at the bottom of the Review pane.
Select Create.