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Creating an Initiation Policy

Create an Initiation Policy to tell Interaction Recorder What interactions to record. Initiation policies are created in Interaction Administrator under Interaction Recorder on the Policy Editor Configuration dialog, on the Initiation page. Here's how to create an Initiation Policy.

Video: This video shows you how to create recording policies.

Start Policy Editor

From Interaction Administrator under Interaction Recorder, click Policy Editor.
In the Policy Editor pane, double-click Configuration.
The Interaction Recorder Policy Editor dialog is displayed.
Click the Initiation tab to display the page.

Create a New Initiation Policy

To create a new Initiation Policy, on the Initiation page toolbar, click New Policy .

The Edit Initiation Policy dialog is displayed, beginning with Step 1.

Step 1: Applies to the following entities

Use this page of the Edit Initiation Policy dialog to apply the policy to entities. You can assign any of the following entities: Agent, Workgroup, Role, Station, or Line.

Applying Policies to Entities

You can apply this policy to all entities or you can select specific entities to apply the policy to.

Apply policy to all entities

To apply this policy to all entities:

In the Name field, type a descriptive name for the policy.
In the Step 1: Applies to the following entities box, the Filter legend lists the entity types and their icons. To apply this policy to all entities, select the Applies to all entities check box.

In the Policy description pane, the entity description, This policy applies to everyone is displayed.

Apply policy to specific entities

To apply this policy to specific entities:

In the Name field, type a descriptive name for the policy.
Be sure the Applies to all entities check box is clear.
In the Step 1: Applies to the following entities box, the Filter legend lists the entity types and their icons: Agent, Workgroup, Role, Station, and Line. To reduce the number of entities returned in the search results, clear the check boxes for the entities you do not want to include in the search. For example, if you know the entity you are searching is a Role, clear the other check boxes.
To apply this policy to specific entities, click in the Search for entities field.
In the Search for entities field, begin typing an entity name, for example the name of an Agent, Workgroup, Role, Station, or Line. Entity names that match are displayed in a pop-up window. Note that the entity type icon is displayed next to the entity name.
In the pop-up window, click the entity to apply this policy to. The entity is displayed in the entity list box.

In the Policy description pane, the entity is added below the This policy applies to the following entities descriptor.
Continue adding entities using the Search for entities field.

Removing Entities from a Policy

To remove an entity from this policy, from the entity list box, select an entity and click Remove. The entity is removed from the list box and also removed from the policy descriptor This policy applies to the following entities in the Policy description pane.

Completing applying entities

The Policy description pane is updated as Initiation Policy settings are added and updated.

When the Policy description for applying Initiation Policies to entities is complete, click Next. The Edit Initiation Policy dialog, Step 2: Restrict to these events is displayed.

Step 2: Restrict to these events

Use this page of the Edit Initiation Policy dialog to select the type of interactions to be recorded. Interactions for the following events are recorded by default: Inbound call connected, Outbound call connected, Intercom call connected, Inbound chat connected, Intercom chat connected, Inbound e-mail, Outbound email, Inbound social conversation, and Inbound social direct message. Use Step 2 to restrict the recording of the interactions for these events.

Recording Any Interaction

To record any interaction, be sure (Any interaction) is displayed in the Policy description pane, below the If the following events occur. For Any interaction to be recorded, all check boxes for the events in Step 2 must be clear.

Restricting Recording to Specific Events

You can restrict recording to certain interactions by selecting specific events in the Step 2: Restrict to these events box. To restrict the recording to specific events:

In the Step 2: Restrict to these events box, select the events check boxes for the type of interaction you want to record. For example, if you select Inbound call connected, all inbound call interactions will be recorded. You can select one or more events for the types of interactions you want to record.
In the Policy description pane, the interactions to record are added below the If the following events occur descriptor.
Continue selecting events for which you want to record interactions.

Completing Interactions to be Recorded

When you have completed configuring the settings for interactions to be recorded, verify that the interactions you want to record are listed in the Policy description pane under the If the following events occur descriptor. Depending on your selections, the following events are displayed:

Inbound call
Outbound call
Intercom call
Inbound chat
Intercom chat
Inbound email
Outbound email
Inbound social conversation
Inbound social direct message

After you have verified your selections, click Next. The Edit Initiation Policy dialog, Step 3: Select criteria is displayed.

Step 3: Select criteria

Use this page of the Edit Initiation Policy dialog to select criteria to restrict which interactions are recorded. The criteria that can be selected to restrict the recording of interactions are:

<attribute> contains the value <value>
the listed <attributes> are not set
interactions between <start time> and <end time>
matches the following <day(s) of the week>
max number of recordings are less than <number> per <period>
randomly select <percent> of interactions per <period> per <user/system>, limiting to <max> interactions
interactions in the selected hours
call origin matches the following <regionalization location(s)>
social media type <any> platform <any> channel name <any> page <any>

Note: When creating an Initiation policy for Social Media events, if there is a discrepancy between the event and the Social Media criterion, an error confirmation message is displayed when you click Apply to create the policy.

Use this step to select criteria to restrict the recording of interactions.

Note: You are not required to select criteria in Step 3. If no restrictions for recording interactions are required, do not select any check boxes.

Selecting Criteria for Restricting Recordings

To select criteria that restricts the recording of interactions:

In the Step 3: Select criteria box, select the check box for the criteria to use to determine when an interaction is recorded.

In the Policy description pane, the criteria is added below the and the interaction meets the following restrictions descriptor.
In the Policy description pane, configure the criteria by clicking the variable. When you click a variable, a pop-up window is displayed to enter a value for the variable.

Note When configuring a variable, to view a table with descriptions for the Criteria values, press F1 to display the Help.
Continue selecting criteria check boxes and configuring them in the Policy description pane.

Completing Criteria Selection

When you have completed configuring the recording criteria settings, verify that the criteria you want for recording interactions are listed in the Policy description pane under the and the interaction meets the following restrictions descriptor. Also be sure that the value for each criterion is configured.

After you have verified your selections, click Next. The Edit Initiation Policy dialog, Step 4: Select actions is displayed.

Step 4: Select Actions

Use this page of the Edit Initiation Policy dialog to apply Actions to interactions. Actions define how a Policy executes. If an action is not defined for an initiation Policy, a warning message is displayed when you are creating the Policy. If no actions are defined for a Policy, an ERROR message is displayed in the Policy Editor status bar.

The actions that can be selected to apply to interactions are:

record agent side only
record the remote side only
record the interaction
record the screen with <seconds> lag time
record the chat transcript
encrypt the recording
send emails to <email list>
listen for keywords spoken by agent: <keywords>
listen for keywords spoken by customer: <keywords>
assign questionnaire to <questionnaire list>
set attribute on the recording
store interaction attribute to the recording
set tags to <tags>
abandon recording
stop processing more policies

Selecting Actions for Interactions

Select actions to apply to interactions in the Step 4: Select actions box.

To select actions to apply to interactions:

In the Step 4: Select actions box, select the check box for the action to apply to an interaction.

In the Policy description pane, the action is added below the perform the following actions descriptor.
If a selected action requires configuring, a variable is displayed in the Policy description pane. To configure the value, click the variable and a pop-up window is displayed.

Note When configuring a variable, to view a table with descriptions for the Criteria values, press F1 to display the Help.
Continue selecting action check boxes and configuring them in the Policy description pane.

Completing Action Selection

When you have completed configuring the action settings, verify that the actions you want for interactions are listed in the Policy description pane under the perform the following actions descriptor. Also be sure that the value for each criterion is configured.

After you have verified your selections, click Finished. The New Policy name is displayed in italics and selected in the Policy pane, and the complete description is displayed in the Policy description pane.

Initiation Policy Overview

Click Overview to analyze the currently active Initiation policies to be sure your Initiation policies are recording and evaluating the policy entities: Users, Stations, Roles, Workgroups, and Lines. Running Overview also ensures all the users specified in your Initiation policies are licensed for Interaction Recorder access. And the Overview process warns you if your Initiation policies contain Abandon Recording or Stop Processing actions. When running this process, the Initiation Policy Overview dialog displays status information in Overview Progress, and presents the analysis results in the Licensing Overview and the Recorded Overview tabs. For more information on Overview analysis, see Initiation Policy Overview.

Saving a Policy

When you have completed creating a new Initiation Policy, and there are no errors, click Apply to save the Policy. When you click Apply, the Policies are saved and the italics are removed from the name in the Policy list.

Next, see Updating a Policy for more information on configuring Policies.