Business Rules

The Business Rules module of Sagicc will allow you to implement triggers and/or automations in your campaigns, in order to optimize and improve your team's processes by automating some repetitive and frequent tasks. Some of the most common use cases for this module are:

• Sending customer satisfaction surveys after a case has been closed.

• Assigning or transferring a case according to the management classification.

• Moving a case to a specific campaign after a specific period of time has elapsed.

• Sending a notification to the campaign supervisor when a case is escalated.

• Triggering an external webservice to send information to third parties.

Some important points to keep in mind about the Business Rules module are:

• A business rule consists of a set of conditions that must be met for one or more specific actions to be executed.

• The Business Rules module in Sagicc allows us to execute one or more actions associated with one or more conditions, which must be partially or fully met to execute said actions.

• A condition of the Business Rule describes a situation or state that must be met for a particular action to occur. These conditions are related to the properties of the case, the customer associated with the case, the classification of the case management, or specific times associated with the case.

• An action (which is the result of evaluating the condition and is linked only to the preceding condition) are terms that define the building blocks of each business rule.

• Trigger-type Business Rules evaluate the conditions and execute the actions immediately after the creation or updating of a case or management.

• Automation-type Business Rules evaluate the conditions and execute the actions at a specified time after the case has been updated.

• Business Rules will only affect cases that are in a state different from CLOSED. Once a case has been closed, it will not be considered in the evaluation of the rules.

• It is important to consider the order in which conditions are evaluated and the order in which actions are executed, as there may be conflicts in rule execution.

• It is recommended to analyze all Business Rules configured for a specific campaign, as one business rule may interfere with or affect the execution of another business rule.

Sagicc allows you to add Business Rules through the side menu, selecting TOOLS, then clicking on Business Rules to access the module.

Sagicc will take you to a listing where you can navigate through all existing Business Rules on the platform. For each business rule, you can see basic information such as the name, description, status, and creation date.

In the Options column, by clicking on Edit, you can access a specific business rule and modify it. You can also enable or disable and delete an existing business rule.