Policies (Tenant)
Tenant-level Contact Center Policies override the global defaults for all queues within this tenant. Individual queues can further override these settings.
Own vs. Inherit
At the top of the policies form, choose:
- Inherit: Use global policy values. All fields show the effective (inherited) values but are read-only.
- Own: Define tenant-specific values. All fields become editable. Any field left empty falls back to the global value.
Policy Fields
Tenant policies contain the same fields as global policies. See Global Policies for detailed descriptions of each field.
ACW & Disposition
| Field | Description |
|---|---|
| Disposition required | Require agents to select a disposition code |
| Disposition timeout (sec) | Time before default code is auto-applied |
| Default disposition code | Fallback disposition code |
| Disposition ends ACW | Whether disposition selection ends ACW immediately |
| ACW time limit (sec) | Maximum ACW duration |
| ACW extension duration (sec) | Seconds per extension |
| Max ACW extensions | Maximum extension count |
Messaging Session
| Field | Description |
|---|---|
| No agent delay (sec) | Retry delay when no agents available |
| No agent retries | Max retry attempts |
| Agent accept timeout (sec) | Time for agent to accept |
| Agent assign timeout (sec) | Time for queue/assign response |
| Max text interactions per agent | Concurrent text sessions per agent (1—10, default 3) |
| Auto-close timeout (sec) | Maximum session duration |
| Customer idle timeout (sec) | Inactivity before auto-close |
| Customer idle warning (sec) | Warning before idle close |
| Soft / Hard queue limits | Queue capacity thresholds |
Messages
| Field | Description |
|---|---|
| Greeting message | Agent connection message (${name} supported) |
| Goodbye message | Conversation end message |
| Hold / Unhold messages | Hold state messages (empty = no message sent) |
| Auto-close message | Session timeout message |
| Idle warning message | Customer inactivity warning (${minutes} supported) |
| Idle close message | Sent when session is closed due to inactivity |
Policy Inheritance
Global Policies (platform defaults) └── Tenant Policies (this screen — overrides global) └── Queue Policies (per-queue overrides via queue Policies tab)Each field is resolved independently using COALESCE logic: the most specific non-null value wins.