Smart Rules

Updated on 28 Jun 2023
2 Minutes to read

Print
Dark
Light
PDF

Article Summary

Share feedback

Thanks for sharing your feedback!

Smart Rules allow you to create a complex set of conditions that will trigger changes to Call Target settings. More than 35 settings can be automatically adjusted by a Smart Rule, based on the day of the week and/or time of day. This allows for a wide range of possibilities to automate your administrative workflows and dynamically manage your Organization.

NOTES

Smart Rules are currently a beta feature in Mindful Callback.
The Smart Rules screen must be enabled by Mindful staff before it can be accessed by Admins and Managers. For help with accessing Smart Rules in the user interface, contact the Mindful Support team.
There is currently no limit to the number of Smart Rules that can be saved for an Organization.
For step-by-step instructions on configuring Smart Rules, see How to Configure Smart Rules.

screenshot of the smart rules page

Smart Rules Example

The basic flow of a Smart Rule can be described by a simple statement: IF a specific condition is true, THEN set a specific configurable setting to a new value. This basic structure is provided by default when you create a new Smart Rule, as shown in the following image:

screenshot of smart rules conditions

By grouping or branching the condition(s) and action(s), you can create more complex rules, such as: IF the first condition is true AND a second condition is true, OR an alternative condition is true... etc., THEN perform the first action AND the second action... etc.

EXAMPLE

The following example shows a basic use case that will slow down the callback pacing as the ECBT increases. In this example, the Smart Rule will set the value of the Max Queue Depth setting to 10 and enable callback scheduling every weekday after 4:00 PM. This rule is configured to check the conditions every five minutes, so we can expect it to trigger within five minutes after the time of day reaches 4:00 PM (in the time zone configured for the Organization).

Configurable Settings

The following table contains a list of all configurable settings that can be updated by Smart Rules.

Configurable setting	Type	Notes
Callback Offer	boolean	This setting can only be selected by Mindful staff.
Announce ECBT During Offer	boolean
Requested Callback Threshold	number
ECBT Threshold	toggle (time)
Announce ECBT	boolean
Voice Scheduled Callbacks	boolean
Allow Voice Callback Scheduling Outside Hours?	boolean
Number of Days Out to Schedule Voice Callbacks	number
Widget Scheduled Callbacks	boolean
Allow Widget Callback Scheduling Outside Hours?	boolean
Number of Days Out to Schedule Widget Callbacks	number
Minimum Number of Widget Scheduling Options	number
Max Queue Depth	number
Priority Queue Timeout	toggle (time)
Prompt Customer to Confirm Callback	boolean
Prompt Customer to Reschedule Callback	boolean
Max Active Calls	number
Minimum Callback Delay	toggle (time)
Retry Delay	toggle (time)
Retries	number
Next Business Day Callback Max	number
Next Business Day Callback Delay	number
Announce Time for Next Day Callbacks	boolean
Return to Hold	boolean
Use ECBT for End of Day	boolean
End of Day Fixed Margin	number
Minimum Averaging Window (Minutes)	number	This setting can only be selected by Mindful staff.
Minimum Number of Data Points to Average	number	This setting can only be selected by Mindful staff.
Max Retry Ratio	number	This setting can only be selected by Mindful staff.
Voice to Messaging	boolean
Confirmation Notification	boolean
Reminder Notification	boolean
Final Attempt Notification	boolean
Success Notification	boolean
Callback Processing	boolean
Callback Registration	boolean

Was this article helpful?

What's Next

Alerts

Table of contents

Smart Rules Example
Configurable Settings