Posted: 16 Oct 2019 10:38 EDT Last activity: 20 Nov 2019 6:31 EST
Configure contact policy for custom channels
I am currently working with NBA Designer in Pega 8.3.0 version and configuring contact policies. My question is, we can specify any channel(IVR outbound etc.,) treatments available outside of pega system under "Other" channel. Suppose if an organization consists of two channels A & B that does not falls under Pega provided default channels like Email, SMS, Web etc., then in that case, the same contact policy defined for other channel in attached screenshot applies to both A & B channel treatments. Please confirm if my understanding is correct.
Contact policies operate on the outcomes that get written to Interaction History (IH). So if your company has additional channels of A & B, then you can simply extend the contact policy treatment dropdown to include the A & B channels.