Genesys Cloud - Main

Hello dear community, I have a question for you.

I have the need to split logically the policies. All the policies are made on WorkTeams. since now, we have used them for recording retention only. Now the customer has the need, without affecting this existing policies, to add new ones just for form assignment.

It should have effect on the same WorkTeams and have additional logic on the conversation duration, which is not applied on the current policies for retention only.

We're facing an issue since the new policy with the form assignment is going in error. I have reached out the support and I'm still waiting for and answer. 

In the meantime, I'd love to collect some experience from you if you've already managed to have duplicate policies on the same group, one for retention only, one for evaluation form assignment only.

Thank you,

Alexandra

Hi Alexandra, thanks for the context.

Could you please share the exact error message shown on the policy? That should help clarify whether this is a limitation with overlapping policies or something related to the assignment conditions.

Thanks!

Hello dear community, I have a question for you.

I have the need to split logically the policies. All the policies are made on WorkTeams. since now, we have used them for recording retention only. Now the customer has the need, without affecting this existing policies, to add new ones just for form assignment.

It should have effect on the same WorkTeams and have additional logic on the conversation duration, which is not applied on the current policies for retention only.

We're facing an issue since the new policy with the form assignment is going in error. I have reached out the support and I'm still waiting for and answer. 

In the meantime, I'd love to collect some experience from you if you've already managed to have duplicate policies on the same group, one for retention only, one for evaluation form assignment only.

Thank you,

Alexandra

Yes, sure, here it is:

There are errors with your policy. Please review the errors below and make the necessary changes.

• There was an unexpected or internal error with your policy. Please contact support, providing the correlation id below.
• Correlation ID: f9698755-336a-47f0-82c7-0ec43b2bdb85

Does it have any meaning to you?

Thanks,

Alexandra

Hi Alexandra, thanks for the context.

Could you please share the exact error message shown on the policy? That should help clarify whether this is a limitation with overlapping policies or something related to the assignment conditions.

Thanks!

Hello dear community, I have a question for you.

I have the need to split logically the policies. All the policies are made on WorkTeams. since now, we have used them for recording retention only. Now the customer has the need, without affecting this existing policies, to add new ones just for form assignment.

It should have effect on the same WorkTeams and have additional logic on the conversation duration, which is not applied on the current policies for retention only.

We're facing an issue since the new policy with the form assignment is going in error. I have reached out the support and I'm still waiting for and answer. 

In the meantime, I'd love to collect some experience from you if you've already managed to have duplicate policies on the same group, one for retention only, one for evaluation form assignment only.

Thank you,

Alexandra

Thanks for sharing, Alexandra.

That error is quite generic and unfortunately doesn't give much detail. Would you mind sharing a screenshot of the policy configuration (conditions, actions, and scope)? That could help spot any conflicting settings or unsupported combinations.

Thanks!

Yes, sure, here it is:

There are errors with your policy. Please review the errors below and make the necessary changes.

• There was an unexpected or internal error with your policy. Please contact support, providing the correlation id below.
• Correlation ID: f9698755-336a-47f0-82c7-0ec43b2bdb85

Does it have any meaning to you?

Thanks,

Alexandra

Hi Alexandra, thanks for the context.

Could you please share the exact error message shown on the policy? That should help clarify whether this is a limitation with overlapping policies or something related to the assignment conditions.

Thanks!

Hello dear community, I have a question for you.

I have the need to split logically the policies. All the policies are made on WorkTeams. since now, we have used them for recording retention only. Now the customer has the need, without affecting this existing policies, to add new ones just for form assignment.

It should have effect on the same WorkTeams and have additional logic on the conversation duration, which is not applied on the current policies for retention only.

We're facing an issue since the new policy with the form assignment is going in error. I have reached out the support and I'm still waiting for and answer. 

In the meantime, I'd love to collect some experience from you if you've already managed to have duplicate policies on the same group, one for retention only, one for evaluation form assignment only.

Thank you,

Alexandra

Hi Mateus, 

please see below screenshot of the two policies.

I have just hidden the names but you can see all the settings compared.

Thanks for sharing, Alexandra.

That error is quite generic and unfortunately doesn't give much detail. Would you mind sharing a screenshot of the policy configuration (conditions, actions, and scope)? That could help spot any conflicting settings or unsupported combinations.

Thanks!

Yes, sure, here it is:

There are errors with your policy. Please review the errors below and make the necessary changes.

• There was an unexpected or internal error with your policy. Please contact support, providing the correlation id below.
• Correlation ID: f9698755-336a-47f0-82c7-0ec43b2bdb85

Does it have any meaning to you?

Thanks,

Alexandra

Hi Alexandra, thanks for the context.

Could you please share the exact error message shown on the policy? That should help clarify whether this is a limitation with overlapping policies or something related to the assignment conditions.

Thanks!

Hello dear community, I have a question for you.

I have the need to split logically the policies. All the policies are made on WorkTeams. since now, we have used them for recording retention only. Now the customer has the need, without affecting this existing policies, to add new ones just for form assignment.

It should have effect on the same WorkTeams and have additional logic on the conversation duration, which is not applied on the current policies for retention only.

We're facing an issue since the new policy with the form assignment is going in error. I have reached out the support and I'm still waiting for and answer. 

In the meantime, I'd love to collect some experience from you if you've already managed to have duplicate policies on the same group, one for retention only, one for evaluation form assignment only.

Thank you,

Alexandra