Hi All,
Environment:
- Pega Platform version: 24.1.4
- Application: Customer Decision Hub (XXX-Artifacts ruleset)
- Context: NBA Designer, Issue = Acquisition, Group = Travel
Issue:
We have a Contact Policy rule (OfferSentForPast60days) configured under Constraints → Engagement Policy → Contact Policy for the Acquisition/Travel group:
OfferSentForPast60days =
Track Pending for the action over the past 60 days
IF 1 Pending for Outbound/Email THEN suppress Issue for Outbound/Email for 60 days
This works correctly on its own — verified via Customer Profile Viewer (CPV) “Make decision” grid, where Suppressed by contact policy = true correctly appears for customers with matching Interaction History (IH) records.
However, when a Volume Constraint is also configured on the same Group i.e.
[Primary schedule: All issues / All groups (Customer)],
Contact Policy stops suppressing correctly for some customers, even when their IH clearly shows multiple matching Pending/Email interactions within the 60-day window (confirmed via pyInteractionHistory report, 20+ matching records, pySubjectID matching the Customer ID exactly). Removing the Volume Constraint restores correct Contact Policy suppression behavior for the same customer/context.
What we’ve ruled out:
-
Not an IH data issue — IH records exist,
pySubjectIDmatches exactly (verified byte-for-byte against a working customer). -
Not a threshold/count issue — the rule uses
IF 1 Pending, which is a “≥1” match, and we have 20+ matching records. -
Not a class/context mismatch — same behavior confirmed on
Type: Customercontext, not justCustomerProduct. -
Manually capturing a response via CPV’s “Make Decision → Capture Response” does cause Contact Policy to correctly suppress afterward — but this appears to bypass the real batch/decisioning IH aggregation path, so it isn’t a reliable indicator that the production flow is working.
Question:
Has anyone else seen Contact Policy suppression fail specifically when Volume Constraints are present in the same strategy/Group on 24.1.4