Define conditions for Interaction Data Export with Processing rule

Define conditions for the rule to ensure that only the media and metadata of interactions that match the rule's conditions are exported.

When you define multiple conditions 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.
When you define multiple values 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.
When both employees and organizations are selected on the Employees tab, both values must be met.

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.
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.
To export interactions based on employees, organizations, and groups:
1. From the Conditions list, select Employees.
2. From Employee Parameters, select which organizational entities you want to use in the rule. Select from:
  - Employees: View employees by last name
  - Employees by organization: View employees by organization
  - Employees by group: View employees by group
  - Organizations: View organizations by name
  - Groups: View groups by name
3. To refine what displays, you can use the filtering and search tools from the top of the Employee Parameters.
4. You can select multiple organizational entities in any of the lists:
  - To select multiple items sequentially, hold down the SHIFT key and select the first and last entity you need.
  - To select multiple items individually, hold down the CTRL key and select each entity you need.
5. Use the arrow keys after having made your selection or selections in a list:
  - Move selected entities to Selected Employees or Selected Organizations / Groups.
  - Remove selected items from the Selected Employees or Selected Organizations / Groups lists.
6. (Optional) After adding one or more organizations from the Organizations list, configure how the rule handles organizational membership for the employee. In Export based on employee organizational membership, select from:
  - At the time of interaction capture (default for new rules)
    
    The rule exports interactions based on the organizational membership for the employee when the interaction occurred.
    
    Example: You select the New York organization. John Smith was a member of the New York organization last month. He is now assigned to the London organization. The rule includes his interactions from last month as a New York team member.
  - As currently configured
    
    The rule exports interactions based on the organizational membership for the employee at the time of export.
    
    Example: You select the Paris organization. Jane Smith was a member of the Paris organization last month. She is now assigned to the Moscow organization. The rule excludes her interactions from last month as a Paris team member.
To set more conditions, select the relevant tabs. Choose from Interactions, Contacts, Recorders, Switches, Conditional Custom Data, or Custom Data.
- 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.