Data Policies

Create a policy to begin searching for interactions that match the policy criteria you define.

To create a policy:

1. Click New Policy and then select Policy Type.

2. Under Policy Name, enter a name.

   Naming Conventions for Policies

   • Use a consistent format with recognizable and consistent names that are recognizable and consistent throughout your organization.

   • Use meaningful prefixes and suffixes.

   Examples:

   • Complaint – Service – John Doe

   • Complaint – Technical – John Doe

   • Legal Case – John Doe

   • Legal Case – Campaign A

   • Class action – Campaign X

3. Complete all mandatory fields and add policy criteria filters as needed.

4. (Optional) If you want the policy to repeat on an ongoing basis, select Recurring and then complete the details in the Recurrence Settings window that appears.

   When creating a monthly recurring policy, be mindful of the dates you choose. If you select the 29th, 30th, or 31st of the month, the policy may skip a policy instance for some months. This is because not all months have these dates (e.g., February only has 28 or 29 days).

5. (Optional) If you want to allow policies to be approved automatically without manual intervention:

   1. Under Approval select Automatic.

   2. Select a value under Manual approval needed if search results exceed. This setting is designed to safeguard the policy, ensuring that necessary approvals are in place when search results exceed a certain threshold. Note that there is a default limit per policy type.

6. Click Create. The application begins searching for interactions that match the policy criteria. At this stage, no actions are performed. Any actions will only be taken after the policy is reviewed and approved.

   After creating policies to take action according to your needs, use Activity Tracking to see real-time updates on policies pending approval, in progress, and completed.

   The creator of the policy will also receive proactive in-app and email notifications for policies pending approval and completed.

When a policy is in progress, it means that the application is still collecting data for interactions that match the policy criteria.

To view a policy in progress:

1. On the Highlights tab, go to the In Progress tile.

2. Locate the policy. The status of the policy will be Searching.

   If no interactions are found in the search process, the status changes to Succeeded with zero results and no further action can be taken.

3. Click to open and view details of the search in progress. Here you can see details such as how many interactions were located as of the date shown.

When a policy is pending approval, it means that the application has gathered all the interaction data according to the criteria set in the policy and is now ready to take an action.

If no interactions are found in the search process, the status changes to Succeeded with zero results and no further action can be taken.

To approve or decline a policy:

1. Make sure you have the appropriate permissions to approve a policy.

2. On the Highlights tab, go to the Pending Approval tile.

3. Before making your decision, you can open the policy to view the Search Results page. Here you can view the list of interactions located that match the policy criteria. You can also playback interactions.

   In the search results, the status of an interaction in Litigation Hold and Playback Lock policies reflects its state at the time the search is completed, even if the status changes later.

4. Depending on your decision, click Approve or Decline.

   Once a policy is approved, you can view the progress details on the Highlights tab, including information such as the number of interactions found as of the displayed date.

When a policy is completed, it appears on the Activity Tracking Completed tile.

The possible statuses are:

• Succeeded: The policy completed running as expected.

• Partially Succeeded: The policy completed running, but there is further information available about possible further action to be taken by the user. Download the report for details.

• Failed: The policy failed to run.

• Declined: The policy was declined by a user.

• Succeeded with zero results: The policy finished running, but no interactions matched the policy criteria.

Click on the policy to view statistics and audit information about the completed policy on the Completed page.

Download a report that can serve as evidence for internal or external audit. This report includes the following information for each segment:

• The Results from (Multiple Sources) column displays the aggregated results for applying a policy action to segments that exist in multiple locations. This column consolidates the results collected from each location where the segment resides, providing a comprehensive view of the policy action's impact across all sources.

• The reason for failure (as previously described).

If you find the default monthly view of the date picker difficult to use, you can switch to an alternative view. Simply click on the month and year displayed at the top center of the date picker. This will allow you to change to an annual overview, where you can more easily select your desired year, month, and days.

Calls appear in the Interactions Search application faster than in the policy section. This is because the Interactions Search updates more quickly, usually within 15 minutes, while the policy section may take about 15-30 minutes to update.

An Interaction is the entire customer experience from start to finish. A Contact is a specific instance of engagement within an interaction, and a Segment is an individual step or part within a contact. Each segment can represent different communication channels or events.

If any files are being retrieved from long-term storage, they won’t be deleted during the retrieval process. You should run a Media Deletion policy to delete these files once the retrieval is done.