Saving Extra Data

In addition to including extra data to an active conversation, you can also save this information for conversations from the voice and chat channels to be later used for business intelligence.

Extra Data Settings

Use the setting Extra Data Included in Statistics to define which data is saved and shown in the History view of Communication Panel and in reports. You can also use the Restful Contact Management Interface (CMI) to read the saved extra data.
Table 1. Extra Data Settings

Channel Type

Field

Function

E-mail

Extra Data Included When E-Mail Allocated

Enter a comma-separated list of field names (for example Language, Skills, or any custom key-value pair to define host application specific data added in Task Management Interface) that are sent to the user interface when an e-mail is allocated to an agent. This setting is also available in the queue view at Queue Management > Queues when you select an email queue and open the Contact Management block.

Voice

Extra Data Included When Allocating Calls

Enter a comma-separated list of field names (for example CallerID, IVRInfo, Skills, Language, Class, CallGUID, ExternalData) that are sent to the user interface when a call is allocated to an agent.

The data may contain information collected by an IVR application and items like call GUID, skills, language, and so on. This data can be used by ClientCOM or JavaScript customizations.

Voice

Extra Data Included in Outbound Calls

Enter a comma-separated list of field names that are sent with outbound calls, transferred calls, and consultation calls.

The following fields are always automatically sent with consultation calls: FirstANumber, FirstBNumber, FirstAName, FirstBName, CALL_ID, CallGUID, CallReason. The default value is "" (only the default fields are sent).

Note: To pass this information to external number, define the settings Call Switching > Trunks > Call Attached Data (CAD), see Managing Trunks.

Voice

Extra Data Included When Connecting Calls

Enter a comma-separated list of field names (for example CallerID, IVRInfo, Skills, Language, Class, CallGUID, ExternalData) that are sent to the user interface when a call is connected.

The data may contain information collected by an IVR application and items like call GUID, skills, language, and so on. This data can be used by ClientCOM or JavaScript customizations.

Voice

Extra Data Included When Supervising Calls

This setting does not apply to Sinch Contact Pro cloud.

Voice

Extra Data Included When Completing Consultation Calls

Enter a comma-separated list of field names (for example CallerID, IVRInfo, Skills, Language, Class, CallGUID, ExternalData) that are sent to the user interface when a consultation call is completed.

The data may contain information collected by an IVR application and items like call GUID, skills, language, and so on. This data can be used by ClientCOM or JavaScript customizations.

Voice and chat Extra Data Included in Statistics Enter a comma-separated list of field names you want to store in the database and to be visible in the History view of Communication Panel and in reports.

Note the following about this setting:

  • It is not recommend to store data that would include sensitive data.
  • If this setting is empty, nothing is saved.
  • For chats:
    • Using the asterisk (*) saves all extra data.
    • Extra data must be included before the chat conversation is answered by an agent.
    • Name and email are removed from the attached data.
  • Users need Statistic Details rights to view extra data in Communication Panel.
  • For chat conversations extra data is not stored if the chat is not allocated to an agent; it is considered as an abandoned conversation.

Terminology

Several terms are used to refer to the data added to a conversation: CAD, contact/call attached data, attached data, and extra data. Communication Panel uses Attached Data. In System Configurator, the settings to configure attached data in the channel settings is Extra Data whereas IVR and Visitor Intermediate Client API use Call Attached Data and CAD.

Examples

Chats
  1. Define the data you want to include in chats and add it to your website.

    For Visitor Chat API, see Visitor Intermediate Client (CVC).

  2. Add the values to the setting Extra Data Included in Statistics in System Configurator > System Services > Channels > Chat Channel > Extra Data Settings.

    The Attached Data of an active chat in Communication Panel shows all added extra data you have included in your website.

    When viewing the handled conversation, it includes only the data defined in System Configurator.

Phone Calls
  1. Define the IVR keys and values in your custom IVR.

  2. Add the keys to the setting Extra Data Included in Statistics in System Configurator > System Services > Channels > Voice Channel > Extra Data Settings.

    During an active call, the Attached Data in Communication Panel shows data defined in the setting Extra Data Included When Allocating Calls. The history details of the call show the data defined to be included in statistics:

Deleting Extra Data from Conversations

Users with the Data Protection Officer (DPO) rights can anonymize conversations with extra data in the DPO user interface. For more information, see Deletion of Personal Data in Security Guide .