Create, edit or delete an attribute

The Attributes screen in Enterprise Manager lists a set of standard attributes. You can create custom attributes and edit existing attributes for use in both recording rules and tagging. Complete the following procedure to support external attributes in use by a third-party device (such as a CTI switch).

Procedure

In Enterprise Manager, go to Recording Management.
Under Custom Data, select Attributes.
Do one of the following:
- Click Create to create a new attribute.
- Select an existing attribute and click Edit.
Existing custom attributes appear under the heading Custom.
Type a unique Name (required) and a Description (optional) for the attribute. If you are mapping attributes to custom data fields for CTI tagging, you can use the same name for the sake of simplicity. An example of “MyCallId” is used throughout this documentation, as the name of both a Custom Data Field and an Attribute.

The attribute name must not contain any spaces or special characters, and must be limited to US-ASCII characters (that is, the numbers 0 through 9, and the 26 letters of the English alphabet).

In addition, an = (equals sign) is a delimiter that separates a name from its value, and as such should not be used as part of the attribute name.
From the drop-down list, select a Data Type of Boolean, Integer, or String.

Note that the list of options includes a “DateTime” setting that is not supported for Recording Rules used by the Recorder/Recorder Integration Service. In the context of tagging the DateTime value is treated the same as a String.
Type a maximum Size (that is, number of characters) for the value of the attribute.
Select the Enabled check box to make this attribute available for use.
Use the Stored dropdown box to specify whether you want to store, as the attribute, the first value received during the contact The entire communication experience for a customer, from beginning to end. or the last unique value received during the contact. For example, if you select Last value and the set of values received for CD1 are: AAA, BBB, the last tagged value for CD1 in this 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. will be BBB.
Use the Tagging Level dropdown box to specify how you want this attribute tagged to an interaction. Tagging Level applies only to custom attributes and certain statistical attributes. The statistical attributes are:
- Number Of Conferences
- Number Of Holds
- Number Of Transfers
- Pause Duration (seconds)
- Time On Hold (seconds)
The Tagging Level option is unavailable if it does not apply to a given attribute.

Tagging level options are:
- Session — The interaction (also referred to as a session) is tagged with the attribute value that applies only to that interaction. If an attribute is not present in an interaction, the interaction is not tagged with the attribute.
- Contact — All interactions (past, present, and future) of a contact are tagged with the same custom attribute value based on the selection of the Stored value (first or last).
  
  Tagging Level options control how statistical information is tagged to interactions, and can affect how contacts are located in searches.
  
  The Tagging Level options determine whether the attribute tagged to each interaction contains statistics for the individual interaction or for the entire contact.
If the Session value is selected, the CD1 field tagged to Interaction 1 has a value of 30 seconds, and the CD1 field tagged to Interaction 2 has a value of 45 seconds.

If the Contact value is selected, the CD 1 field tagged to Interaction 1 has a value of 75 seconds, and the CD 1 field tagged to Interaction 2 also has a value of 75 seconds.

The Tagging Level options can also affect how contacts are located in searches.

To illustrate, assume that a customer account number is stored in the custom attribute, and the following scenario occurs:
1. A customer calls the contact center and tells Agent 1 their customer account number.
2. Agent 1 transfers the interaction to Agent 2 (which creates interaction 2 of the interaction). The customer does not mention the customer account number to Agent 2.
In this example, the custom attribute occurred in interaction 1 of the contact, but not in interaction 2.

If the Session value is selected, the custom attribute is tagged only to interaction 1. In this case, if the supervisor of Agent 2 can access only the interactions handled by Agent 2, the supervisor cannot find the interaction using the account number as the search criteria.

If the Contact value is selected, the custom attribute is tagged to all interactions (both interaction 1 and interaction 2 in this example). In this case, the supervisor of Agent 2 can find the interaction using the account number, even though the account number was never spoken to Agent 2 during interaction 2.

Specifying the Contact value ensures that users who do not have privileges to all interactions of an interaction tagged with the custom attribute can locate the interaction when using the attribute as the search criteria.

In the case of interactions that are already closed, if Agent 1 takes a call, then transfers it to Agent 2, resulting in data being tagged to the interaction, when the Tagging Level is “Contact,” any interactions associated with the contact that are already closed will be updated as well.

If an attribute has a Tagging Level of Session, you can view related statistics for contacts in the 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. application. See the Interactions documentation for more information.
If the Data Type is an Integer or String, you can set up lookup mapping. Lookup mapping allows you to associate internal fields with meaningful terms that can be used in recording rules or elsewhere. For example, if you have fields that are represented by numeric codes, you may want to map them to names that convey what each field actually represents.

You could map the numeric value of a resolution code to the name of the issue it represents (such as “Agent Hangup” or “Wrong Department”).
1. Click Add LookupMapping.
2. In the Field Value field, type the internal name of the field. See Identify CTI data for information on how to determine what these internal names are.
3. In the Lookup Value field, type a name that conveys what the internal name represents (for example, the actual name of a company rather than a numeric code that represents that company).
Click Save.

To delete an attribute

You can only delete custom attributes.

In Enterprise Manager, click Recording Management > Custom Data > Attributes.

Select an existing attribute and click Delete.