Policies (Global)
Global Contact Center Policies define the default behavior for all tenants and queues. Individual tenants and queues can inherit these defaults or override them with their own values.
Policy Inheritance
Policies follow a three-level hierarchy:
- Global — Platform-wide defaults (this screen)
- Tenant — Per-tenant overrides (in Tenant > Contact Center > Policies)
- Queue — Per-queue overrides (in Queue > Policies tab)
At each level, you can choose to inherit from the parent or define own values. When inheriting, the effective value for each field comes from the nearest ancestor that defines it (COALESCE logic: Queue → Tenant → Global).
ACW & Disposition Settings
These fields control After Contact Work (ACW) behavior and disposition code requirements.
| Field | Description |
|---|---|
| Disposition required | When enabled, agents must select a disposition code after each interaction. When disabled, the default disposition code is applied automatically. |
| Disposition timeout (sec) | Seconds the agent has to select a disposition code before the default code is applied automatically. Shown when disposition is required. |
| Default disposition code | Code applied automatically when disposition times out or is not required. |
| Disposition ends ACW | When Yes, selecting a disposition code immediately ends ACW and makes the agent available. When No, the agent stays in ACW until the time limit expires. Shown when disposition is required. |
| ACW time limit (sec) | Maximum time the agent can remain in After Contact Work state. When reached, ACW ends and the agent becomes available. Select “No Limit” for unlimited ACW. Shown when disposition does not end ACW. |
| ACW extension duration (sec) | Number of seconds added each time the agent requests an ACW extension. |
| Max ACW extensions | Maximum number of times the agent can extend their ACW period. |
How ACW Works
After an interaction ends, the agent enters ACW state. What happens next depends on the policy:
- Disposition required + ends ACW (default): Agent must select a disposition code. Once selected, ACW ends immediately and the agent becomes available.
- Disposition required + does NOT end ACW: Agent selects a disposition code but stays in ACW for additional wrap-up tasks until the ACW time limit expires or they manually end ACW.
- Disposition not required: The default disposition code is applied automatically. Agent enters a timed ACW period.
In all cases, the agent always returns to Available when ACW ends.
Messaging Session Settings
These fields control the behavior of messaging (chat) sessions routed through the Contact Center.
| Field | Description |
|---|---|
| No agent delay (sec) | Seconds to wait before retrying agent selection when no agents are available. |
| No agent retries | Maximum number of retry attempts before returning a “No Free Agents” error. |
| Agent accept timeout (sec) | Maximum time to wait for an agent to accept a request before releasing and trying another agent. |
| Agent assign timeout (sec) | Maximum time to wait for a response to a queue/assign request. |
| Max text interactions per agent | Maximum number of concurrent text interactions (chat, SMS, WhatsApp) an agent can handle (1—10, default 3). Voice is always limited to 1; text assignments are paused while the agent is on a voice call. |
| Auto-close timeout (sec) | Maximum session duration before auto-close, regardless of activity. |
| Customer idle timeout (sec) | Close session when customer has not responded for this long after agent’s last message. Set to Disabled for no idle detection. |
| Customer idle warning (sec) | Warning message is sent this many seconds before session closes due to customer inactivity. For example, 120 means warn 2 minutes before auto-close. Shown when customer idle timeout is set. |
| Soft queue limit | Warning threshold for messages in queue. |
| Hard queue limit | New messages rejected when this limit is reached. |
Customer Idle Detection
The customer idle timeout provides a two-step warning-then-close mechanism:
- Timer starts when the agent sends a message and resets on every customer response
- Warning sent — when the remaining time equals the idle warning value, the warning message is sent
- Session closed — when the full idle timeout expires, the session is auto-closed
For example, with a 5-minute idle timeout and 2-minute warning: after 3 minutes of silence the warning fires, and after 5 minutes total the session closes.
Messages
Configurable messages sent automatically during the conversation lifecycle.
| Field | Description |
|---|---|
| Greeting message | Sent when agent connects with customer. Use ${name} for agent name. |
| Goodbye message | Sent when agent ends the conversation. |
| Hold message | Sent when agent puts customer on hold. Leave empty to send no message. Empty by default. |
| Unhold message | Sent when agent returns from hold. Leave empty to send no message. Empty by default. |
| Auto-close message | Sent when session is automatically closed due to timeout. |
| Idle warning message | Sent when customer is idle and session may close soon. Use ${minutes} for remaining time before close. Shown when customer idle timeout is set. |
| Idle close message | Sent when session is closed due to customer inactivity. Leave empty to send no message. Shown when customer idle timeout is set. |
Wrapup Time Synchronization
When Contact Center is enabled for a tenant, the ACW time limit setting becomes the source of truth for the wrapuptime queue parameter. This synchronization happens automatically:
- On every policy save (global, tenant, or queue level)
- On new queue creation for CC-enabled tenants
- The
wrapuptimefield is hidden from the queue’s “Other Options” for CC-enabled tenants to prevent conflicts