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 as needed.

   Criteria Descriptions

   The criteria you can select depends on the policy type.

   Criteria	Description
   Agent Name	The name of the agent as specified in the CXone employee account. When there are multiple agents for a segment, this field has multiple values. The agents are listed in respective order in the Agent ID, Agent Name, and Team Name fields.
   ANI/From, DNIS/To	A telephone number or email address. Values must be separated by commas (no spaces) for multiple telephone numbers or email addresses. When entering a telephone number, you must include the + symbol (for ANI/From), or the ++ symbol (for DNIS/To) and the country code prefix to each telephone number you enter. ANI/From example: +11234567890 (for a number in the United States) DNIS/To example: ++11234567890 (for a number in the United States)
   Category	The path to the CXone Interaction Analytics category. When this category is selected, the policy is applied to the last 90 days (regardless of the dates selected for the policy). Selecting this allows targeting specific Interactions for compliance actions such as Media Deletion, Litigation Hold, and Litigation Release. This category is available for selection if you have View permissions and an Interaction Analytics license.
   Channel	Specifies the medium through which calls take place between parties. This includes social media, phone calls, digital chat, and so on. When creating policies, selecting this criteria allows you to filter calls based on these communication mediums. If multiple channels are selected (e.g., phone call or chat), the policy will search for calls that match any of the selected channels. For Data Erasure policies, email and chat channels are related to InContact (legacy).
   Customer Info	This is the customer's phone number or email address. This includes incoming or outgoing calls. Values must be separated by commas (no spaces) for multiple telephone numbers or email addresses. When entering a telephone number you must include the + symbol (for ANI/From), or the ++ symbol (for DNIS/To) and the country code prefix to each telephone number you enter. ANI/From example: +11234567890 (for a number in the United States) DNIS/To example: ++11234567890 (for a number in the United States)
   Duration	The length of the segment.
   Direction	The direction of the call. Supported values are: Incoming: A call received by the agent from an external source. Outgoing: The call was initiated by an agent.
   Litigation Hold	Indicates whether an interaction is under litigation hold. When an interaction is under litigation hold, its metadata and media cannot be deleted by any deletion or erasure action. However, business data values can be edited and changed.
   Master Contact	The master or parent ID of the contact. The contact can contain one or more related segments. When you create a policy to include this criteria, Data Policies search only for the first master contact of an interaction.
   Recording Alert	A Recording Alert is a notification indicating an issue during the recording process. It informs users about specific problems such as screen recording errors, connection issues, or incomplete audio data.
   Segment ID	Unique identifier of the segment. A segment is an interaction with two parties, such as a customer and an agent.
   Team	The name of the team to which an agent belongs.

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. 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.

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.

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.

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.

When entering the value use the syntax as follows:

• For ANI/From calls enter +(country code)(number)

• For DNIS/To enter ++(country code)(number)