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Policy Sets

Policies give a campaign fine control over the processing of individual contact records, and allow for implementation of legislative requirements that involve per-contact behavior. Policies also fire notification events based on individual contact results.

Policies provide low-level control over the processing of individual contact records, whereas Rules provide control over campaigns.

Policies evaluate Conditions that in turn, apply Behaviors to the processing of individual campaign records. Each behavior modifies the processing of an individual contact record. For example, a behavior might prevent a contact from being dialed, or require that the call is routed to an Agent who has a specific skill set.

A collection of Policies is called a Policy Set. Policy Sets are optional but quite powerful. They allow business logic to decide whether to place a call, dedicate an agent to be available via skills-based dialing, set call attributes for recording and post-call processing, send notifications to supervisors, and a host of other options.

A Policy is made up of Conditions and Behaviors. Conditions determine when the Policy applies. Behaviors embody what event occurs when the Conditions are evaluated to "True" (either all of them or any of them depending on a Boolean configuration option). The conditions and behaviors in a Policy Set are evaluated in top-down order.

A policy can be defined as a Pre Call, Call Analysis, or Disposition evaluation type:

Pre Call evaluation policy objects are evaluated before the call is made.
Call Analysis objects are evaluated immediately after the Call Analysis result is determined, but before the call is sent to an agent or is dispositioned.
Disposition objects are evaluated after the call is finished and is ready to be dispositioned.