Contact Policy(Blackout)
Hi,
While configuring the contact policy(blackout rules in our business terms) in 'CheckSpecificChannelLimits' strategy, I couldn't find how this strategy is linked with the main framework strategy like how the other engagement policy strategy are getting linked with the framework strategy(NBA_toplevel->NBA framework).
where as I found this 'CheckSpecificChannelLimits' strategy is linked with the dataflow DF_ProcessResponse on its way.
If that is the case then suppression logic will apply at the end after all component execution with in the main strategy, which I think is unnecessary since contact policy rule should be evaluation before arbitration(prioritization logic)
could you please help me understand how the linkage works.
Hi,
While configuring the contact policy(blackout rules in our business terms) in 'CheckSpecificChannelLimits' strategy, I couldn't find how this strategy is linked with the main framework strategy like how the other engagement policy strategy are getting linked with the framework strategy(NBA_toplevel->NBA framework).
where as I found this 'CheckSpecificChannelLimits' strategy is linked with the dataflow DF_ProcessResponse on its way.
If that is the case then suppression logic will apply at the end after all component execution with in the main strategy, which I think is unnecessary since contact policy rule should be evaluation before arbitration(prioritization logic)
could you please help me understand how the linkage works.
Victor
Pegasystems Inc.
US
Hi Victor,
Contact policy suppression logic is actually calculated on response capture so they are pre-computed and available to the NBA logic at decision time. This pattern saves important processing time to ensure the logic is doing the smallest amount of processing while maintaining the suppression rules. These suppression rules also automatically time out (for settings like suppress for 3 days) and this is also done asynchronously to the main NBA logic. That is why you see the reference to that strategy in DF-ProcessResponse.
Hope this help.