Set the default value for conditional custom data filters

When Interaction and Analytics is configured to support conditional custom data fields, interactions can be tagged with specific field values.

Custom fields are defined in 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., under Administration in the Conditional Custom Data Manager. Each defined field has a set of possible values. One of those values is tagged to an 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. based on rules.

Example: A conditional custom data field, Line of Business, includes the names of the various lines of business as its values. You define a rule in the Conditional Custom Data application to determine the line of business based on the number a customer dialed (DNIS).

You can also define a By User Default rule. The By User Default rule tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events. the call according to values defined either for an employee or for an organization. If you have such rules defined, you must select the default values for each conditional custom data field for which this rule was defined.

Procedure

Go to User Management Module that an administrator uses to create a profile for each employee in their organization.. Under Employees, select Interactions.
In the right panel, select the employee to assign conditional custom data.
In the Conditional Custom Data area, select the conditional custom data setting to use. If the By User Default rule has been defined, this value is used to tag interactions.
Repeat for each conditional custom data category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions..
Select Save.