Map meta data to custom attribute

To make the data related to a custom attribute available in Verint applications and reports, create a custom attribute, and then map the attribute to a custom field.

Service providers add custom attributes to the adapter.

Before you begin 

• Log into Enterprise Manager using a system account for service providers.

• If not already done, Create the Conversocial Polling Adapter

• If not already done, Map attribute to custom field

Procedure 

1. Get the name of the tag from the list of attributes.

2. If the tag is not listed, you can find it in the interaction capture log.

   1. To open any Interaction Capture log on the Recorder server: go to $:\Impact360\Data\Logs\, and open the interactioncapture_yyyy_mm_dd_#.log file in a text editor.

      The log name includes the following variables: yyyy is the year, mm is the month, dd is the day, and # is the sequential number for that log file.

   2. Find an IEMessage structure for Conversocial, and look for Folder <event>.

   3. Extrapolate the external name of a tag using the event values. Use the format event.*.* (recursively to any level) for the value.

      Example:  

      You want to make the tag customer_name available in Risk Management. The Interaction Capture log might look like the following. We've highlighted the relevant tags.

      [IEMessage |E284|H] 2022-11-10 22:34:23.162-08:00 Int<AdapterId> = 1 ; Str<AdapterName> = ConversocialAdapter ; Int<SwitchId> = 51 ; Str<SwitchName> = ConversocialDS

      [IEMessage |E284|H] 2022-11-10 22:34:23.162-08:00 Folder<event>

      [IEMessage |E284|H] 2022-11-10 22:34:23.162-08:00 Str<CHAT_ID> = 634fe51f604165a8104d6d6b ; Str<SourcePlatform> = FACEBOOK ; Bool<first_conversation_message> = false ; Bool<last_conversation_message> = false ; Long<TEXT_CREATION_TIME> = 1666180377000 ; Bool<PUBLIC_ONLY> = true ; Str<TO_ROLE> = info

      [IEMessage |E284|H] 2022-11-10 22:34:23.162-08:00 Str<TO_USER> = f:Mr Clownface Stores_257940A1A39514E102119341DA3F3E41 ; Str<TO_DISPLAY_NAME> = f:Mr Clownface Stores ; Str<FROM_USER> = f:Ananth Ganapathiraman_99838B56CBB126C63BB839AE332163A2 ; Str<FROM_DISPLAY_NAME> = f:Ananth Ganapathiraman

      [IEMessage |E284|H] 2022-11-10 22:34:23.162-08:00 Str<FROM_ROLE> = visitor ; Str<TEXT> = Hi, I'm replying to your post on Facebook. Did you find what you what you were looking for? ; Int<SESSION_INDEX> = 1 ; Str<customer_name> = f:Ananth Ganapathiraman

      The external tag name is event.customer_name, and it is a string (Str).

3.  Map the third-party external tag name to a custom attribute on the Adapter.

   1. In System Managment, under Enterprise, select Settings, under Installations, select the recorder node that hosts the Conversocial data source and adapter, then click Launch.

   2. In Recorder Manager, go to General Setup, under Integration Adapters, click Attributes.

   3. Under Adapter Name, select the Conversocial Polling Adapter.

   4. In the Adapter pane, find the custom attribute created previously by the customer, or create one now.

   5. In the External Name field, enter the name of the tag from the external system.

   6. Click Save.

   Attributes in the log file are case sensitive, so the value you enter as the External Name must be an exact match.

   In addition, the data type of the custom attribute must match the data type indicated in the log file (for example, Str = string, Int = integer).

   

4. Click Save.

What to do next 

Search and replay interactions

Related information 

• Search result columns (Risk Management Administration and User Guide)

• Create, edit, or delete an attribute (Recorder Configuration and Administration Guide)

• For all rules governing the External Name field, including cases where the external attribute consists of a list of values, see "Attribute external name syntax" in the Recorder Configuration and Administration Guide.