Create Custom Data fields
The Custom Data application in Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. allows you to identify CTI fields to the system.
The Integration Service only evaluates CCDs at the beginning and end of the interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element./session, so if there is post-call tagging, the post-call tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events. are not used to evaluate CCDs.
Procedure
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Go to Interactions > Custom Data.
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Edit the custom data fields, following the instructions in the "Custom Data" chapter in the Interactions and Analytics Administration Guide.
Example: In keeping with the example in the procedure in "Identify CTI data," you could create a custom data field for the Call Id, name it “MyCallId” and assign a Data Source of “CTI”.
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To assign the custom data to the relevant roles and organizations or groups, go to Interactions > Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications..
Map Custom Data to an attribute
"Custom Data" (Interactions and Analytics Administration Guide)
What to do next