Notification Filter Rules

Notification filter rules determine whether XTRAC notifies an XTRAC agent about events that occur. Notification filter rules can also prevent XTRAC agents from being notified when specified events occur.

You can also create notification filter rules that has a condition based on a multi-select field (MSF). When the rule triggers, the event is filtered to the agent. See Multi-Select Custom Fields.

Note: XTRAC agents must be created and configured specifically for each consumer. Consult with your CSE.

When events occur in XTRAC, XTRAC collects the event data so that the XTRAC agent can feed it to an external service or consumer. The collected data can then be used in multiple ways. For example, it can:

• Populate an interaction database to give customer service representatives a more complete picture of a customer.
• Provide information on demand regarding the state of XTRAC work items.
• Populate a business intelligence database that can be given to the customer’s clients so they could see for themselves the status of their work requests.

With the correct security, you can create notification filter rules that filter XTRAC events by nodes, operators, queues, predefined fields (excluding the Description field), status type codes, ORIG party fields (excluding the Account Type field), and custom fields.

For example, you could create notification filter rules that accomplish the following actions:

• Capture event data when new work items are created at specific nodes or queues.
• Prevent capturing event data when new work items are created at specific nodes or queues.
• Capture event data when changes are made to a work item. For example, changes to the work item’s status, item type, or a custom field.
• Prevent capturing event data when no changes are made to a specific field on a work item.
• Prevent capturing event data for any work item of a specific item type, regardless of its subtype or the node where it was created.
• Prevent capturing event data if a specific field on the work item has no value. For example, if a Customer ID field is empty.

IMPORTANT: For general XTRAC rule information, see XTRAC Rules.

Rules Based on Multiple Values

You can use rule list groups and the IN and NOT IN operators to set up a rule that includes or excludes multiple values.

For example, a notification filter rule specifies that if the node where new work items are created is not in a list of excluded nodes, capture the event data. First, you create a rule list group to exclude the following nodes:

Then, set up the notification filter rule event, Add Work Item, with the Node field using the NOT IN condition, with the Excluded Nodes value.

When you add the rule, the condition displays as NODE NOT IN EXCLUDED NODES. You can then set the action to include event data.

Rules Based on Changed or Not Changed Values

Note: XTRAC enables the Changed and Not Changed criteria only for notification filter rules.

The Changed and Not Changed criteria let you define rules based on whether the value of one of the following XTRAC work item fields has changed. Currently, notification filter rules do not support party fields or custom fields for the changed and not changed criteria.

This notification filter rule specifies that if the value in the Status field changes, capture the event data.

Then, set up a notification filter rule event, Updated Work Item, with the Status field, and relational operator as Changed.

Note: XTRAC disables the Value field when you click the Changed criteria. You don't need to specify the value that changed, only that it has changed.

When you add the rule, the condition displays as STATUS CHANGED. You can then set the action to include event data.

Rules Based on Missing Information

You can set up a notification filter rule based on whether a work item field contains a value.

Note: XTRAC lets you use [NO VALUE] for those fields that do not require a value. For example, you cannot create a rule condition for a Status field based on [NO VALUE] because the Status field always requires a value. However, you can use [NO VALUE] for the Subtype or Memo field.

For example, a notification filter rule specifies that if there is no value in the Customer ID field, do not capture the event data.

Set up the notification filter rule event, Add Work Item, for the CustomerId field, with Criteria equals (=) [NO VALUE].

Note: You can use only equals (=) or not equals (!=) criteria to define a rule condition for a field with no value.

Note: For fields that are associated with a drop-down list box of values, XTRAC adds [NO VALUE]. For fields where no defined values exist, you can leave the Value field blank.

When you add the rule, the condition displays as CustomerId=[NO VALUE]. You can then set the action to exclude event data.

Creating a Notification Filter Rule

Note: To define a notification filter rule, you need the Create and Notification Filter Rule security functions as part of the security group that is associated with your entitlement set.

To create a notification filter rule

1. In Feature Explorer, click Rule > Notification Filter Rules.
2. In the Notification Filter Rule Summary window, from the Agent drop-down list box, select the agent that you want to use.
3. Click New.
4. In the Notification Filter Rule Detail window, in the Description field, type a description for the rule (up to 60 characters).
5. In the Event drop-down list box, select the event that you want to use.
6. Build the rule condition by selecting the fields, criteria, and values.

For details, see Rule Conditions and Building a Rule Condition.

Note: To avoid defining multiple conditions for different fields, you might be able to create a multi-select custom field to set up the conditions. See Multi-Select Custom Fields.

7. Click the Action tab.
8. In the Action tab, in the Filter Rule Options section, select the filter rule option to use.
9. (Optional) In the Change Request ID field, type the ID of the change request (up to 30 characters).
10. (Optional) In the Memo field, type the reason for creating the rule (up to 60 characters).
11. Click Save.

XTRAC saves the rule, numbers it, and appends it to the bottom of the sequence list on the Notification Filter Rule Summary window.

12. Specify the order that XTRAC executes the rules in.

See Ordering Rules.

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