Compliance Rules

Who can use this feature?

The main Product Owners along with the members having Admin Roles or Call Center Manager access granted.

In Engage, compliance is a set of rules that agents and the call center must adhere to during customer interactions. For example, an account must not be called more than 2 times in 30 days and if someone does, then display a warning or error message and skip that contact.

You, as an admin user, can add or edit these rules for all agents working in the call center. Click + Add Rule, input the number of times an account can be called for a particular time period as Past, number of calls made to an account as Calls, error or warning message as Severity and select OK.