Conditional Custom Data overview

Conditional Custom Data allows you to tag interactions with additional information not available directly from other sources, such as a CTI, but derived from the values in other data fields. That is, the system enables you to attach additional data to an interaction's record by defining Conditional Custom Data (CD) fields. Conditional Custom Data fields contain data according to the customer's requirements and data model and are in addition to the data obtained from the customer’s recording environment. They are fields that contain predefined values that are based on customized rules defined by administrators. For example, an enterprise may want to tag an interaction with an indication of the line of business to which it belongs, when this data is not available from a CTI. A single interaction can be tagged with up to 5 Conditional Custom Data fields.

You can also set Conditional Custom Data from a value configured in an employee profile, thus enabling you to tag each interactions associated with that employee with details about the employee.

It may be possible to determine the line of business based on the dialed number (DNIS). For instance, a Conditional Custom Data field can be dedicated to the “Line of Business” information. Users can configure rules that determine how this field is populated, for example, if DNIS is 1800-222555 then Line of Business is Car Insurance or if DNIS is 1800-333555 then Line of Business is Health Insurance.

Conditional Custom Data fields are managed in the Conditional Custom Data Manager. The Conditional Custom Data Manager displays a list of the Conditional Custom Data fields and allows you to determine which of them will be enabled in the system.

The Conditional Custom Data Manager is used to:

• Plan how to best utilize the fields (CCD1 is the only field that will be available when generating historical reports).

• Enable the fields you need.

• Set some values for quick search.

• Set the rules for populating these fields with data.