Creating Contact Lens rules
One of the ways in which Contact Lens can help you improve your customer experience is to utilize rules. Connect rules allow you to create criteria in the form of rulesets to identify specific things in your call center—for instance, you might want to specifically identify and track callers wanting to cancel their account. A Contact Lens rule will identify and tag specific calls based on the criteria of that rule.
A rule consists of a number of words and parameters that are found in the customer or agent communication streams. We will now create rules to identify when a caller wants to cancel their account, to demonstrate this capability. This demonstration doesn't align very well with our Mega Mercy Hospital scenario, but it is so common a request that I wanted to cover it anyway.
To begin creating a rule, follow these steps:
- Find the Rules menu item on the Connect management menu, on the left-hand side. It's located under...
