Work with users rules management

必备
  • Genesys Cloud CX 3, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 3 Digital, or Genesys Cloud EX license

以下权限：

  • users > rules > Add, Delete, Edit, and View
  • users > ruleUsers > View
  • users > ruleDependents > Delete, Edit, and View

Users rules define the logic that automatically associates users, groups, or learning modules based on specific inclusion or exclusion criteria. Each rule consists of configurable conditions that the system evaluates during auto-assignment, helping administrators streamline user management and reduce manual effort. The Rule Management page provides a centralized workspace where administrators can view, configure, and maintain rules. From this page, you can perform several key actions:

  • View: Open and review rule details, including conditions, dependencies, and associated modules.
  • Create: Define a new rule by setting up the desired inclusion or exclusion criteria.
  • Edit: Modify an existing rule to update its configuration or adjust conditions.
  • Copy: Duplicate a rule to reuse or adapt an existing configuration without altering the original.
  • Delete: Remove a rule that is no longer required.

The steps to access the Rule Management page and perform any of the preceding actions are as follows:

Navigate to the Users Rules page

To navigate to the Users Rules page, perform the following steps:

  1. Click Menu > User Management > Users Rules
  2. The Rule Management page appears. 

 The following table explains the fields on the Rule Management page.

字段 描述
Filter rules search box Use the Filter rules box to perform a search for a rule. 
Learning dropdown Use this dropdown to view the rules for a type. Currently, Learning is the only type available.
+ Create Rule Click to create a new rule. For more information about creating a rule, see the Create a rule section in this article.
姓名 Indicates the name of the rule. Click to view detailed information about the rule. 
描述 Includes the description of the rule you provided when creating the rule.
类型 Indicates the rule type you assigned when you created the rule. Currently, Learning is the only type available.
Dependents Indicates the number of modules that are mapped to the rule. Click to view the Dependents tab on the rule.
Last run Denotes the date and time the rule was last run.

Work with Rule Management page

You can view existing rules, create, edit, copy, and delete rules from the Rule Management page.

To view an existing rule, perform the following steps:

  1. On the Rule Management page, from the rules list, click a rule.
  2. The Rule section appears. You can edit, copy, or delete rules from this section. 

To create a rule, perform the following steps:

  1. On the Rule Management page, from the rules list, click a rule.
  2. The Create rule section appears. In the Name field, enter the name of your rule.
  3. The Type dropdown is a view-only field because rules currently apply only to learning modules.
  4. (Optional) In the Description field, enter a description for your rule.
  5. In the Rule Grouping section of the Criteria tab, perform the following steps:
    1. In the Include/Do not include dropdown, select an option. For example, Include.
    2. In the Group drop-down, select the group. For example, User.
    3. Click + Add Rule Item. To delete a rule item, use the Delete icon.
    4. In the Select User box, type the name of the user. You can include one user per box. 
    5. Repeat these steps to add more users or to include or exclude other groups.
    6. Click + Add Rule Group to include a new rule group. 
  6. Click the Preview tab. The Users section displays the list of users associated to the rule.
    1. To check if a user is associated with the rule, perform the following steps: 
    2. In the Search box of the Users section, type the name of the user. 
    3. From the options that display, select the user. Users Rules automatically checks if the user is associated with the module. If not, no results appear. 
  7. Click Save. The module is updated with the rule. Users Rules saves the rule as a learning type and can be used it in the current learning module or associated with other modules. 

You can create a rule from the Development and Feedback page. For more information, see Create a development and feedback module

At the lower right corner of the Create Rule section, you can view the Complexity field, which displays the complexity score of your rule. The score increases as you add more rules or groups. Hover over the icon next to the score to view the details of the complexity. For example, 2 groups and 4 items present in the rule. The complexity score helps you manage the number of items sent to the search cluster to retrieve agent details efficiently. The system allows a maximum complexity score of 17. If you exceed this limit, a warning message prompts you to reduce the number of groups or items in your rule.

To edit an existing rule, perform the following steps:

  1. On the Rule Management page, from the rules list, click a rule.
  2. From the rule, click Edit.
  3. The Edit Rule section appears. You can modify all fields except the Type field.
  4. In the Rule Grouping section, you can perform the following actions:
    1. In the Include/Do not exclude boxes, add new groups or delete existing. Users Rules includes users from any of the selected directory groups.
    2. Click + if you want to add more groups.
    3. Click Delete icon to delete the groups that you previously added.
    4. Click Add Rule Grouping to create a new group. 
  5. Click the Preview tab to view the list of users available based on the grouping defined in the Criteria tab.
  6. 单击 “ 保存”。

To copy an existing rule, perform the following steps:

  1. On the Rule Management page, select a rule you want to copy.
  2. In the rule view, click Copy.
  3. A copy of the rule opens allowing you to make the required edits.
  4. After making the changes, click Create.

A new rule is created with a prefix Copy added to the title of the existing rule. You can rename the rule as needed. Since this is a new rule, it is not assigned to any module or user by default. You can assign this rule to any modules from the Learning and Development page. For more information, see Work with user association rules.

To delete an existing rule, perform the following steps:

  1. On the Rule Management page, select a rule you want to delete. 
  2. In the Dependents column, click the link.
  3. The Dependent tab of the rule appears. In the Actions column, click the icon.
  4. The Auto Assign tab of the associated module appears. Click the Reset Rule icon.
  5. 单击 “ 保存”。
  6. Navigate back to the Rule Management page and select the rule again.
  7. In the rule section, click Delete.