Type the name of the context data rule.

Type the key-value pair to match the custom data collected in voice, messaging, chat, or social channel interactions.

The contact center applies the rule if all the condition values match the data collected in an interaction.

You can type a maximum of 255 characters for all added key-value pairs in the Rule Conditions section.

Voice:

There are no predefined key-value pairs in Avaya Experience Platform™ Public Cloud for this interaction. You can define key-value pairs in your environment and use them in Avaya Experience Platform™ Public Cloud.

For example, configure the following key-value pair in Session Border Controller (SBC) and send this pair to Avaya Experience Platform™ Public Cloud within the SIP P-Instrinsics header:

• key: CLI

• value: +498941303123

Chat and Messaging:

There are no predefined key-value pairs in Avaya Experience Platform™ Public Cloud for this interaction. You can define key-value pairs in your environment and use them in Avaya Experience Platform™ Public Cloud.

For example, if you have three customer subscription types: Gold, Silver, and Bronze, to add the Gold customer type, enter the following information:

• Key: customerType

• Value: Gold

For Avaya Social Connections, you can use specific key-value pairs to define the social media platform and page.

For more information about key-value pairs for social media channels, see Key value pair descriptions in the Configuring Avaya Social Connections for Avaya Experience Platform™ Public Cloud guide.

Chat:

There are no predefined key-value pairs in Avaya Experience Platform™ Public Cloud for this interaction. You can define key-value pairs in your environment and use them in Avaya Experience Platform™ Public Cloud.

For more information about context data rules for chat interactions, on the Developer's portal, search for the following:

Using context data matching

Select the queue to use for interactions when the rule condition matches the collected customer data.

You must select a queue or assign attributes to the rule. If you do not select the queue or attributes, you cannot assign that rule in the channel routing configuration.

Select the priority number assigned to interactions entering the queue.

The available range is between 1 and 10. The highest priority level is 1. By default, the priority number is 5.

Select the attributes to associate with the context data rule. If the rule condition is true, the contact center replaces the attributes that you configure in the channel routing settings with the rule attributes.

You must select a queue or assign attributes to the rule. If you do not select the queue or attributes, you cannot assign that rule in the channel routing configuration.

Select the workflow to use for interactions when the rule condition matches the collected data.

Select the minimum proficiency level an agent must have to handle matching interactions.

A level of 1 is the highest proficiency level. The minimum proficiency number must be higher than the maximum proficiency number.

Select the maximum proficiency level an agent can have to handle matching interactions.

A level of 1 is the highest proficiency level. The minimum proficiency number must be higher than the maximum proficiency number.