Principles of trigger ordering
The approach to ordering in Teneo Studio is by means of relative ordering, this implies automated system support such as automation to guide users, detection of conflicts and health check to achieve less error-prone systems.
With relative ordering, the user only needs to focus on triggers which have an actual overlap, meaning that the ordering is only relevant when there is a condition or example overlap between two (or more) triggers.
In case of overlapping triggers, more specific triggers should always be placed before the more generic ones, as the most specific ones should be evaluated first.
This means that when looking at the ordering groups, the more specific triggers are stored in the higher ordering groups and the less specific ones in the groups lower down in the ranking. For example, if there are triggers with conditions consisting of just one word, they tend to be stored in an ordering group close to the Safetynet.
When Engine evaluates trigger conditions, it does so by going through the trigger ordering groups from the top down. Engine also observes the trigger ordering inside the groups; the matching process stops as soon as Engine finds a match.
The below image example shows the relative ordering suggested by Teneo Studio for four triggers that all capture inputs about baggage allowance. Teneo Studio suggests that the most specific of the four (testing for words baggage, allowance, baby and international) should always be tested first, then either of the two less specific ones (in no specific order) and finally the least specific one (testing for baggage and allowance only).
At ease: the user always work on a copy of the trigger ordering
Once the Intent Trigger Ordering window is opened, Studio loads a copy of the intent trigger ordering that is currently stored on the Teneo backend server. Whatever changes made in Studio to the intent trigger ordering, nothing will really happen until the user saves the changes to the server. Furthermore, please note that saving changes to the ordering will prompt an Engine Reload message in the Try out as well as display an info message in the lower right area of the Intent Trigger Ordering window.
It is fully supported by Teneo Studio having more team members working with Intent Trigger Ordering at the same time; it is though recommended to work in different order groups to avoid conflicts.
When the Intent Trigger Ordering window is opened, it loads a copy of the current intent trigger ordering from the Teneo backend server and work on the (local) copy does not affect anything on the server until the user saves the changes.
When more users are working on the ordering at the same time, users may receive notifications when another user saves changes which affect the work of the current user. If there are conflicts between what was recently saved to the server and what the current user is doing now, the changes must be accepted before the current user is able to save the local copy to the server. This may mean that the user has to undo some of the changes performed earlier.
When overlaps or conflicts occur due to work performed by different team members, Teneo Studio will inform the user though the Notification panel and pop-up messages. This means that users will be able to either accept the changes performed by other users or alternatively contact the other user(s) to resolve the conflicts together.
Before the notifications come in, an alert will be displayed and when clicking OK and confirming receipt of the message, the message will be displayed in the Notifications panel.
Note that changes which are harmless (such ass the aggregation of a new Intent Trigger) will simply be pushed through on the view of ordering.