The Variable Compare activity routes interactions through workflow branches by comparing information, stored in either custom or system variables, against specified conditions.
For example, an administrator uses the Variable Compare activity to filter and prevent automatic email responses from reaching a queue. The Variable Compare activity compares a variable for automatic responses against an email’s Subject line. If ‘Automatic Reply’ or ‘Out of Office’ is present in the Subject line, the email follows a branch configured to receive junk emails. If neither is present, the email follows the No Match branch and continues through the workflow.
The Variable Compare activity is available to all Multimedia Contact Center workflows.
Applying branching conditions to the Variable Compare activity
The following procedures explain how to
- Add conditions to be compared against workflow data
- Edit conditions being compared
- Delete conditions being compared
- Group conditions being compared
To add a condition to be compared against workflow data
- Right-click the Variable Compare activity and select Add Variable Compare Condition.
- Type a Name for the condition and click Add.
- Select a variable from the drop-down list and click OK.
To see a list of Multimedia Contact Center variables and their descriptions, go to Multimedia > Variables.
- Select an operator from the second drop-down list. Options vary according to the variable chosen.
- In the third column, type or select a value for the variable. If selecting a value, note that options vary according to the variable selected.
Note:
“ means ‘No Value’.
- Click OK to create the branch or click Add to add the current branch to the workflow while leaving the dialog box open to create new branches.
- Click Save.
To edit a Variable Compare condition
- Right-click the condition’s branch and select Edit.
- Change the condition, and click OK to create the branch or click Add to add the current branch to the workflow while leaving the dialog box open to create new branches.
- Click Save.
To delete a Variable Compare condition
- Right-click the condition’s branch and select Delete.
To group Variable Compare conditions