Create rule schemas

Rule schemas contain templates for conditions and results in decision tables. These templates define the attributes, the permitted values, and any limitations for each attribute. Decision tables use these attributes to define inputs and the corresponding outputs, thus making the decision making process straightforward and predictable. 

1. Click Admin.
2. Under Rule-Based Decisions, click Rule Schema. The Rule Schema page opens. This page lists all the schemas in the org.
3. Click Add Rule Schema. You can create up to 50 rule schemas per organization. 
4. In the Name box, type a unique name. 
5. In the Description box, provide a description of the use of the schema.
6. In the Attributes section, create the require attributes for the schema. A rule schema must contain a minimum of two attributes and a maximum of 50 attributes. You can create two types of schemas
   • Platform: Currently Genesys offers the queue platform attribute. The queue names are available for you to select and use in the rule-based decision tables. When you add a queue attribute, on the decision table, you can view all queues that belong to the division that your user role has access to. 
   • Standard: 
     
     • Boolean: A Boolean expression can have only one of two values: true or false. 
     • Date: A Date value is a string in the format prescribed by the XML standard for date data, similar to ISO 8601.
     • Date & Time: A DateTime value is a string in the format prescribed by the XML standard for date data, similar to ISO 8601. 
     • Enum: An Enum is a predefined list of selectable options.
     • Integer: An integer is a whole number such as 987 or 5.
     • Number: A number includes any numeric values, including decimals. Decimals can have up to 10 decimal digits.
     • String: This is a standard text string or a custom series of alphabetical, numerical, and symbolic characters.
7. Click Add. The new attribute is now added to the selected schema.
   Note: If required, you can delete an attribute before you save the schema. You cannot delete the attribute once you save the schema with the newly added attribute.
8. On the Rules schema page, click Save Schema.

Best practices to build rules schema

• The following rules apply when you set up attribute keys for rule schema:
  
  • Cannot start with numbers.
  • Can contain only english letters, numbers and underscore.
  • Must not be equal to any of keywords such as boolean, string, integer, long, int, float, double, rule, when, then, end. If you input a value that matches one of the keywords, you will see an error message, and cannot create decision table using that schema attribute.
• To achieve optimum performance, Genesys recommends you to create enum attributes.
• Use shorter string values with low cardinality instead of long ones.
• Genesys recommends that you do not use PII information such as phone numbers or email addresses and sensitive information such as credit card and social security numbers for rule building. Rules that contain PII information may be deleted as part of GDPR request processing and the subsequent decisions may not be accurate as planned.