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Initiation Policy

Use the Interaction Recorder Policy Editor Initiation page to create a New Policy to configure which interactions to record.

On the Initiation page, you can:

  • Create a new Initiation Policy

  • Change an existing Initiation Policy

  • Duplicate an existing Initiation Policy

  • Delete an Initiation Policy

  • Change the order for which Initiation Policies are applied

  • View the Actions that are executed by an Initiation Policy

  • View the Initiation Policy configuration

  • Export Interaction Recorder Policies to or Import Polices from an external XML file

  • Troubleshoot errors in an unfinished Policy

  • Analyze the currently active Initiation policies

Policy pane

The Policy pane displays the Initiation Policies in the order in which they are applied. Use the Policy pane to change the configuration of a policy, duplicate a policy, delete a policy, change the order in which policies are applied, and quickly view the Actions that are executed by an Initiation Policy.

Notes
- When a policy has been edited, its name is in italics.
- A Policy name in red indicates the Policy has errors. To view these errors, right-click the Policy and on the shortcut menu, click Show errors.

 

Policy description pane

The Policy description pane displays the configuration of the Initiation Policy. When you create a Policy in the Edit Initiation Policy dialog, the configuration for each Step is displayed in the Policy description pane.

 

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.

Complete the four steps in creating a new Initiation Policy:

  • Step 1, apply the policy to entities. The Filter legend displays the available entities: Agent, Workgroup, Role, Station, and Line. For more information on applying the Policy to entities, press F1 on the dialog page.

  • Step 2, select the type of interactions to be recorded. For more information on restricting the recording of the interactions of specific events, press F1 on the dialog page.

  • Step 3, select criteria to restrict which interactions are recorded. For a complete description of criteria variables to reference when setting values, press F1 on the dialog page.

  • Step 4, apply Actions to interactions. Actions define how a Policy executes. For a complete description on configuring Action variables when setting values, press F1 on the dialog page.

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 names in the Policy list.

Change a Policy

To update or make changes to an existing policy, select a policy in the Policy pane, and on the Initiation page toolbar, click Change Policy .

On the Change Policy menu, click a command to update the policy. Available commands are: Edit Policy, Rename Policy, Activate/Deactivate Policy, and Show Errors. Also use the Change Policy menu to quickly add Actions to a Policy. For more information, see Updating a Policy.

 

Copy a Policy

If you want to duplicate an existing policy, click Copy . The Copy Policy dialog is displayed. Type a name for the new Policy and click OK. You might want to create a copy of a Policy as a base to modify and test a new policy. When duplicating a policy, note that the Actions that are configured for the policy are displayed by their icons under Actions in the Policy pane. Action icons can assist you in quickly seeing what actions are configured for each policy. Here's an example of where the policy Action icons are located in the Policy pane.

 

 

Delete a Policy

To delete a policy, select it in the Policy pane, and click Delete .

 

Change the Order Policies are Applied

Policies are executed in the order they are listed in the Policy pane. To change the order in which policies are applied, in the Policy pane select a Policy. Use the Up and Down arrows to move the policy to another position in the list, changing the execution order of the Policy.

 

Actions

Actions are applied to interactions and define how a Policy executes. When you have completed applying Actions to an Initiation Policy and click Finished,  the Actions for the Policy are displayed under Actions in the Policy pane.

If an action is not defined for a 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.

For more information, see Actions.

 

Options

Use the Options dialog to Export Policies to or Import Polices from an external XML file. To display this dialog, click Options.

Notes:

  • If an import is successful, but an element is missing, such as an action, criterion, entity, or event, you will not be allowed to save the policy. A dialog appears providing options that need to be fixed before the policy can be saved.

  • If an import fails, a dialog appears and you are not allowed to continue. Information about the failure is available in the logs.

 

Activate/Deactivate a Policy

Use the Policy check box in the Policy pane to quickly activate or deactivate a Policy. Select the check box to activate the Policy. Clear the check box to deactivate the 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.

Apply

Use the Apply button to save the Policies in the Policy list. When you have completed creating a new Initiation Policy, or modifying a 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 names in the Policy list.

Note  If any policy in the Policy list has an error, the Apply button is not available.