Configure Actions

Configure the actions to trigger for the Recorder Analytics Rule and the action frequency. If you omit conditions for the rule, the actions trigger for every recording that matches the Call Selection criteria. You can configure single or multiple actions for the same rule. To assign the interactions to a folder, to tag attributes, or send notifications, you must predefine folders, custom data attributes, and the notification settings.

Consider the following guidelines for actions:

Automatic enrollment rules do not require actions. The enrollment activity itself can be viewed as the rule’s action.
For verification and detection, you most likely will require actions based on the verification or detection result.

Before you begin

Optional: Configure Conditions
Based on the action to execute:
Review Actions settings and Action types and options

Procedure

Select Actions.
Select the Action Frequency:
- First Match: The default. The Recorder Analytics Rule executes its actions once for the interaction, when the conditions match for the first time during the interaction, even if the conditions match multiple times later during the interaction.
  A frequency of First Match applies to the entire session across all events. For example, hold and resume events result in one session. If a condition is true before a hold and then again after the interaction resumes, execution of the action does not repeat.
- Every Match: The Recorder Analytics Rule triggers the actions multiple times during an interaction, every time the conditions match during the interaction.
To define Rule Actions, select Create New Action.
From the Action Type list, select the action to execute when the rule conditions are met:
- To assign the interaction to a predefined case, select Assign Call to Case and then select the Case to which to assign the interaction.
- To post the XML file with the set of interactions that matched the rule, select External URL, and in the URL field, type the URL.
- To send notifications to employees by email or desktop pop-ups, select Notify Using Alert Rule, and then select the Alert Rule that matches the engine.
- To tag a Custom Data field to the interaction metadata, select Tag the Attribute, and then select the Attribute and define the Value to assign to the attribute.
  
  In a Multi-Tenant SaaS environment, the tenant to which a custom attribute belongs appears in parentheses next to the custom attribute. (When a tenant user creates a custom attribute, the custom attribute is automatically assigned to the same tenant as the tenant user.)
Click Save Changes .