Settings & Compliance
Includes call caps, CPA targets, permissions, and reporting to keep operations compliant and efficient.
16 articles
- Monitoring Your IVR: Statistics, SLA Reports and the Live TabRead IVR performance: the statistics screen, the Live tab and how its colouring actually works, how to define an answer-time SLA report, and the numbers that mean something different from…
- Setting Up Texting (SMS) for Your AgencyRegister your 10DLC brand and campaign, assign sending numbers, and set the consent rules — plus why texting is campaign-based rather than pooled.
- Finding and Fixing Duplicate and Unlinked PoliciesKeep policy data clean: merge duplicates safely, match unlinked calls, enrollments, and payouts to policies, and read the Data Health score.
- Policy Analytics (Beta)Policy Analytics (Beta) turns the Book of Business into dashboards. Here is what each tab answers, scoped by the same filters as the policy list.
- Using the Book of Business and Policy DetailWork your agency's policies: filter and save views, use toolbar actions, read the policy detail page and statuses, and create or edit policies outside a call.
- Setting Up Products, Fields, and Policy SettingsAdmin guide to configuring the products your agency sells, their fields and custom fields, and the policy settings that control product entry and matching.
- Monitoring Call Caps: the Call Cap Overview DashboardSee cap status across your whole agency in one place, by agent or by queue, with summary tiles and per-agent drill-down. A monitoring view, not where you set caps.
- Blocking a Number End-to-End — The Complete DNC & Suppression GuideHow to stop a number from ever reaching your agency — across queues, agent direct lines, and personal blocks — in 4 steps.
- Intelligence Chat (Beta) — User GuideIntelligence Chat is an AI assistant that answers questions about your agency's dialer (and optionally policy) data using natural language. Here's how to use it during the Beta period.
- How to Configure Agency SettingsFollow the steps below to customize settings for your agency’s dialing experience.
- Complaint ManagementThis guide explains how to navigate Complaint Management, review complaint statuses, track resolution times, and create new complaint records using the four-step workflow.
- How to Unblock LeadsAdmins can remove leads from their suppression lists (Do Not Call/DNC, Suppression, Blocked Leads) so they are no longer prevented from entering queues.
- Guide to Dynamic Call Caps and CPA Targets in the EnrollHere DialerThis guide explains how call caps work, how CPA and close-rate thresholds interact, and how to configure settings to protect your budget while rewarding high-performing agents.
- How to Set Call Caps for Agencies, Queues, and Individual AgentsCall caps allow you to control call volume across your organization. You can apply limits at the agency, queue, or individual agent level.
- Why Do Call Metrics and Compliance Data Sometimes Show Discrepancies?
- Compliance Score OverrideManually adjust AI-generated compliance scores with documented justification — including how to handle skipped sections and out-of-scope calls.