Get the external tag name

When mapping custom data, you may need to find the external name for data in a CTR Event. To do this, you extrapolate the external name by examining the IEMessage sections in the interaction capture log.

Before you begin

Create or receive an interaction that includes the type of external data you want to map.
For example: Call an agent, then put the call on hold.

Procedure 

1. On the Recorder server, browse to $\Impact360\Data\Logs\interactioncapture, and open the latest log.

   Files are named interactioncapture_yyyy_mm_dd_#.log, where yyyy is the year, mm is the month, dd is the day, and # is a sequential number.

2. In the log, locate the IEMessage structure for the CTREvent folder.

   Example:  

   [IEMessage |EFB8|H] 2022-11-22 07:59:47.793-06:00 Folder<CTREvent>

3. In the IEMessage structure, find the external attribute you want to map.

   Example:  

   [IEMessage |EFB8|H] 2022-11-22 07:59:47.793-06:00 Str<AfterContactWorkStartTimestamp> = 2022-11-22T13:58:36Z ; Byte<AgentInteractionDuration> = 4 ; Str<ConnectedToAgentTimestamp> = 2022-11-22T13:58:25Z ; Byte<CustomerHoldDuration> = 6 ; Byte<LongestHoldDuration> = 6 ; Byte<NumberOfHolds> = 1

4. Working backwards from the attribute, find its parent folders.

   

5. To identify the name of the external data, write the name of each folder, then write the name of the event. Make sure to match the spelling and capitalization used in the log.

   Example:  

   The value to enter as the External Name for the custom attribute on the Adapter:

   CTREvent.event.Agent.CustomerHoldDuration

What to do next 

Map custom fields for Amazon Connect

Related information 

Attribute external name syntax (Recorder Configuration and Administration Guide)