Analytics Policies

Analytics Policies let admins centrally control how post-call analytics run for their interactions. Admins can build policies that trigger based on Business Data. When a policy matches, the assigned language is applied. If an interaction doesn’t match any active policy, Interaction Analytics (CXone) uses its default processing behavior.

With Analytics Policies, you can:

  • Choose the language that Interaction Analytics (CXone) should use for an interaction.

  • Define Business Data conditions that must be met before the policy applies.

  • Create and prioritize multiple policies so the system knows which rule to evaluate first.

  • Activate or deactivate individual policies whenever you need to.

Analytics Policies is available directly under Admin settings. To access it, ensure that the Analytics Policies permission is enabled.

Supported Languages

Following Languages are supported:

  • Dutch
  • English
  • French
  • German
  • Japanese
  • Portuguese - Brazil
  • Spanish
  • Welsh

Key Actions Available

  • Create a New Policy: Use the New button at the top-right corner.

  • Prioritize Policies: Use the Prioritize button to change policy priority.

  • Edit/Delete/Activate/Deactivate a policy: Click the stacked dots icon in the Action column next to the policy and choose the relevant option.

Available Policies Grid

This grid lists all Analytics Policies configured for your tenant.

The table includes:

Column Name

Description
PRIORITY Order in which policies are evaluated. Policies at the top (for example, P1) are evaluated first.
POLICY NAME Name of the policy.
DESCRIPTION Optional description of the policy.
LANGUAGE Analytics language applied when the policy matches (for example, English, French, Dutch).
CREATED DATE Date and time when the policy was created.
LAST MODIFIED Date and time when the policy was last updated.
STATUS Current state of the policy, such as Active or Inactive.
ACTION Opens a menu to edit, delete, activate, or deactivate.

Create an Analytics Policy

To create a new analytics policy:

  1. Click the app selector icon of app selector and select Admin> Analytics Services > Analytics Policies from the left navigation panel.

  2. On the Analytics Policies page, select New. This opens the New Analytics Policy page.

  3. In Policy Name, enter a unique name for the policy.

    1. Maximum 64 characters. A character counter below the field shows how many characters you have used out of the allowed limit. You cannot enter more than 64 characters.

    2. Special characters like | : * / ! \ + < > ? # & , % " are not allowed:

      If the value contains disallowed characters, a validation message appears, and you must correct the value before saving.

  4. In Language, select the analytics language that should apply when this policy matches.

  5. In Description, add an optional description.

    1. Maximum 200 characters. A character counter below the field shows how many characters you have used out of the allowed limit. You cannot enter more than 200 characters.

    2. All special characters are allowed.

  6. Under Business Data, define the conditions that trigger the policy.

    1. BUSINESS DATA FIELD: Choose an active business data field.

    2. OPERATOR: Pick how the value should be compared (Is, Is less than, Contains, depending on the business data field).

    3. VALUE: Enter or select the value to match.

  7. To add more conditions, select + Add Business Data. To remove one, select the X icon.

    Note: You can add up to 10 business data fields per policy.

  8. When you finish configuring the policy, select Save. If any field-level validations fail, inline messages appear next to the affected fields, and the policy is not saved until those issues are resolved.

  9. Choose Cancel to discard your changes and return to the Analytics Policiespage. If the policy is created successfully, you’ll see a confirmation message, and the new policy appears in the grid.

 

Prioritize Policies

Use the Prioritize option to change the order in which policies are evaluated. To prioritize a policy:

  1. On the Analytics Policies page, select Prioritize to open the Prioritize Analytics Policies window.

  2. You will see the following columns:

    • PRIORITY

    • POLICY NAME

    • DESCRIPTION

    • LANGUAGE

    • STATUS

    • MOVE UP

    • MOVE DOWN

  3. Use the drag handles in the PRIORITY column to reorder the list.

    • For keyboard users, select an item with Space/Enter and move it using the Arrow keys, as indicated in the message at the top of the window.

  4. You can also use the Move Up or Move Down icons to adjust order.

  5. Select Save to apply the changes or Cancel to exit without saving.

    If the priority update is successful, the new order is reflected in the PRIORITY column on the Analytics Policies page.