Add Policy

Caption

Option/Function

Description

1

Name

1. In the Name field, enter a unique name for the new Policy that does not already exist.

NOTICE! If you click Save and a policy with this name already exists, you will receive the following error message:

2

Description

Entering a description is optional.

1. In the field Description, enter additional details and information about the field of application.

3

Based on

Select whether the policy is created on the basis of a policy rule, AI categorization, a scorecard or an AI Assistant question.

Policy rule

NOTICE! Dynamic overlay on activation of: Policy rule.

Select policy rule

Select a policy rule from the drop-down list.

NOTICE! Only created policy rules are available for selection, see Tab Policy Rules.

Policy Workflow

Select a folder from the drop-down list.

Action

Enter an action description.

Risk rating

Activate the corresponding check box for risk rating.

• Information
• Attention
• Warning

Visible to

Specify for which user(s) or group(s) the policy should be visible.

NOTICE! To add a user or a group, see the instructions in the bottom row of the table.

AI Categorization

NOTICE! Dynamic overlay when activating: AI categorization.

Select a project and max #

Select a project: Select a project from the drop-down list.

max#: Specify the maximum number of categories to be checked.

Policy Workflow

Select a folder from the drop-down list.

Action

Enter an action description.

AI language answer

Select a language from the drop-down list in which the system should output the AI response.

Risk rating

Activate the corresponding check box for risk rating.

• Information
• Attention
• Warning

Scorecard

NOTICE! Dynamic display when activating: Scorecard.

Select a scorecard

Select a scorecard from the drop-down list, see Tab Quality Management

Select conversation type

Select the desired conversation type to define what type of recordings are evaluated, see Conversation Type.

• =Inbound Calls: Calls coming in from external numbers.
• = Calls: Calls going out to external numbers.
• = Meeting: Meetings with several users or conferences.
• = Internal conversations: Calls within the organization.
• = Chat: Conversations in text form.

AI language answer

Select a language from the drop-down list in which the system should output the AI response.

Monitored by

Specify which user(s) or group(s) may change the policy.

NOTICE! To add a user or a group, see the instructions in the bottom row of the table.

Visible to

Specify for which user(s) or group(s) the policy should be visible.

NOTICE! To add a user or a group, see the instructions in the bottom row of the table.

Alarm Configuration

The alarm configuration sends you notifications by email. You define the conditions under which the notification is to be sent. Configure an alarm that notifies you by email when a certain condition occurs.

NOTICE! Alarm Configuration only appears when certain Scorecard is selected.

1. Click on the radio button to choose between All Agents or Certain Agents.
   1.1. Certain Agents: Enter a user or a group name to add an agent.
2. Select a Minimum Overall Score.
   Select the Minimum Section Score. Choose a section from the dropdown menu and decide which score the section should have.
   NOTICE! The sections differ depending on the scorecard.
3. Choose a time Period from the dropdown menu.
4. Enter, in Email Alarming, the name(s) of the user(s) who should receive the alert email.

AI Assistant

NOTICE! Dynamic display when activating: AI Assistant.

Select question

Select a AI Assistant question from the drop-down list, see Tab AI Assistant.

AI language answer

Select the language in which the AI Assistant question is answered.

4

Channel

Specify the type of conversation: chat, voice or screenshare. Multiple choice ist possible.

5

Assigned to

Define for which users or groups the policy applies.

NOTICE! To add a user or group, see the instructions in the bottom row of the table.

6

Active

To apply the policy to all future conversations, activate the check box.

• Upon saving, the policy is applied to all future conversations.

NOTICE! In tile view of the tab Policies, policies can be activated or deactivated directly by clicking on the button or respectively.

Select user or group

Description of the input fields Assigned user, responsible and visible to.

1. Click on the input field.
2. Enter the first letter of the name of a user or of a group.
   Select the user or group from the drop-down list that the policy is supposed to be assigned to.
• If the policy is supposed to be assigned to more than one user or group, repeat steps 1 and 2.

NOTICE! Every user must have been assigned an additional compliance license.