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Getting Started with Business Rules

Automating different business processes is one of the core initiatives of companies which implement different digital transformation strategies. Glia offers flexible business rule modeling and implementing capabilities.

 

What do business rules do?

Business rules can be applied to many types of organizations and in a variety of ways. In general, business rules define specific instructions or constraints on how certain day-to-day actions should be performed.

 

In the Glia platform, business rules consist of three main parts:

  1. Conditions - describes the context where the business rule actions should take place
  2. Source - all the activity performed by the visitor that trigger certain behavior on the page
  3. Actions - the desired behaviour(s) on the web page are triggered when conditions and sources are all in line.

 

Conditions explained:

By defining the context, it is possible to target the right audience with the business rules. In the following table are described the different ways to filter out the webpage visitors.

Condition name

Type

Options

Notes

Coming From

URL

All pages or certain pages on that URL

The business rule can be triggered on specific pages. This field supports Regular Expression syntax which makes it possible to include/exclude parts of the URL. This field cannot be left empty. In case you wish to trigger the business rule across the whole site, add a * to the "Coming From" field.

Context Conditions

Device type

Computer
Mobile

Possibility to target specific devices.

Operating system type

Windows
Linux
OSX
iPad
iOS
Android

Possibility to target visitors who are using a specific OS.

Browser type

Chrome
Firefox
Safari
Internet Explorer

Possibility to target visitors who are using specific web browsers.

Pre Conditions

Visitor's engagement result state

Without an engagement
Moved
Timed out
Rejected

“Visitor without an engagement” - targets only (green) visitors, meaning that the visitor has not been in engagement on that day. Therefore, this post-condition triggers only once per customer per day since it does not target visitors whose status has change ("moved", "rejected").

“Moved” - visitor has been transferred or visitor has been engaged on that day already.


“Timed out” - visitor did not accept the incoming proactive call.


“Rejected” - visitor rejected the incoming proactive engagement.

Visitor's engagement status

Available
Engaged
Observed

“Visitor's engagement status is available” - targets all the visitors who are not currently in engagement, not depending whether they have been engaged previously on that day or not.

“Engaged” - targets visitors who are in engagement.


“Observed” - targets visitors who are being observed by the operator.

Operator availability

At least/maximally 1-100 operators/percentage of assigned operators are available/online

Rule triggering can be restricted by operator availability.

Custom attributes

“Text/Number/Date” and key /custom field/ is “Equal to/Not Equal to/Greater than/ Less than” /custom field/

Rule triggering can depend on whether custom attribute conditions are met. Custom Attributes are managed by clients and these are sent to Glia system via JS SDK.

 

Source explained:

The business rules are triggered when a certain visitor activity is recorded. For example as simple as clicking or scrolling on webpage. The system can track also more complicated webpage behavior like checking when a certain element is created on webpage or for example a button or toggle becomes visible when the visitor is browsing around on the page.

Source name

Type/input

Options

Notes

Engagement start

   

Tracks the engagement start.

Activity

   

Any visitor's activity on page.

Clicking

Element selector

Id

Class

Name

Custom attribute

Custom selector

Any visitor's clicking on certain element on page the defined number of times. If the clicking number of times is not defined, by default it is 1.

Consecutive navigation

URL

From

To

Visitor navigates from one certain page A to another certain page B.

Visitor custom attributes changed

   

Page custom attributes has been changed due to visitor's actions on page (detected zip code,inserted  state etc).

Navigation

URL

 

Any visitor's navigation on page.

Form filling

Form selector
Input selector
Input value

Id

Class

Name

Custom attribute

Custom selector

Rule can be triggered whenever visitor is inserting a certain value to a specific form field.

Mouse in

Element selector

Id

Class

Name

Custom attribute

Custom selector

Visitor is hovering to an element with a mouse pointer.

Mouse out


Element selector

Id

Class

Name

Custom attribute

Custom selector

Visitor is hovering out from the element with a mouse pointer.

Scrolling

Integer

Percent (%)

Visitor has scrolled at least x% of the page.

Time on page

Integer

seconds

Visitor has spent at least x seconds on the page.

Number

Integer

Id

Class

Name

Custom attribute

Custom selector

Tracks when certain element value is the minimum inserted value.

Element created

Element selector

Id

Class

Name

Custom attribute

Custom selector

A certain element on page is created (a button or notification appears on page).

Transferred

   

Visitor has been transferred to another operator.

Proactive call accepted

   

Visitor accepted operator's proactive call.

Proactive call declined

   

Visitor declined operator's proactive call.

Visitor enqueued

   

Visitor has been put to the queue.

Reactive request timeout

   

Visitor's reactive engagement request timed out.

 

The business rule actions explained:

After the visitor has performed a certain activity, this is the source for the business rule action. Below you can find the desired actions to perform for the targeted visitor group. For example, if a certain type of visitor has clicked on the Help button, the business rule can trigger a reactive callout message suggesting to talk with a licensed customer support specialist.

Action name

Type/input

Options

Notes

Send analytics event

Frequency

Always

Timeframe

Never

Percentage

Analytics event triggers third party analytics script method on your site and sends that analytics data to your analytics service, for example Google Analytics. Can be used to trigger other third party methods on your site to send data to custom analytics provider.

Provider

Google

Omniture

Which analytics provider is used

Show reactive tab

   

The reactive bubble is displayed on the page

Hide reactive tab

Frequency

Always

Timeframe

Never

Percentage

The reactive bubble is hidden on the page

Expand operator selector

Frequency

Always

Timeframe

Never

Percentage

The operator selector is presented to the visitor for x seconds.

Duration

1-600 seconds

Trigger operator notification

Frequency

Always

Timeframe

Never

Percentage

A notification for operators only with custom text.

Example: “Visitor clicked on Help button”.

Text

Custom text

Duration

1-99 seconds

Trigger reactive callout

Frequency

Always

Timeframe

Never

Percentage

A custom text message can be displayed to the visitor. The reactive chat bubble expands into callout message.

Text

Custom text

Duration

1-600 seconds

Trigger media selection

Frequency

Always

Timeframe

Never

Percentage

Media selection with available media options is displayed for the visitor.

Hide page from operators

   

It is possible to hide specific pages from operators and avoid sending scripts to visitor. It is possible to hide the page also from operators in specific team. This is usually applied in login pages.

Update visitor visible teams

Frequency

Always

Timeframe

Never

Percentage

Makes the preferred operator team visible on the site

Show operators in selector

   

Clear previous teams and show only operators from preferred team

Set reactive bubble position

Integer

Pixels (recommended maximum is 50 px)

Customize where you wish to display the reactive chat bubble

 

Please see also the following guide "How to set up a business rule?".

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