Recordings Details Format

Bright Pattern Documentation

Generated: 10/23/2021 5:00 pm
Content is available under license unless otherwise noted.

  1. REDIRECT 5.3:Contact-center-administrator-guide/ServicesandCampaigns/ResultsTab

  1. REDIRECT 5.3:Agent-guide/Help/WaystoRequestAssistance

Global Interaction Identifier

Global interaction identifier (GIID) is a UUID-formatted number assigned to every interaction processed within Bright Pattern Contact Center. It can be used to track interaction history through all stages of processing within the system, including possible consultations, transfers, conferences, service changes, and media upgrades. At run-time, GIID can be exported to third-party applications via scenarios and/or desktop integration APIs. Historically, GIID appears in all records related to interaction processing, including call detail records, outbound campaign results, voice recording file names, and activity history of pre-integrated CRM applications. GIID is available as a search condition (i.e., data element) in the interaction records search.


Examples of global interaction IDs in interactions records search results


Rules When Assigning a GIID

Depending on whether an interaction is new or related to another existing interaction, GIID is either generated or inherited. More specifically, the following general rules apply when assigning a GIID:


Example

A typical use of the GIID can be illustrated by the following example. When reviewing your customer relationship management (CRM) transactions, you need to find voice recordings of the related calls, both while they are still stored in the Bright Pattern Contact Center system and after they have been exported and stored elsewhere.

When configuring your system to support the above task:


When looking for a voice recording related to your CRM transaction:


Note that depending on the workflow, your search may produce several voice recordings (e.g., recordings of call segments before and after a transfer, or a recording of an associated consult call).


How GIIDs Are Exposed

GIIDs are exposed via the data elements described in the following table. The "Where to Use" column names where the data element is used, and the "Data Element to Use" column describes the type and name of the element (i.e., field, variable, parameter, etc.).


Where to Use Data Element to Use
Scenarios
  • variable $(item.globalInteractionId) - An Interaction property
Simplified Desktop .NET API
  • globalInteractionId - A property of events evtCallDialing and evtCallOffered
  • globalInteractionId - An optional parameter of method CallDial
Desktop Integration API .NET Version
  • globalInteractionId - An optional parameter of method makeCall
Salesforce.com integration
Zendesk integration
RightNow integration
Reporting Database
  • global_interaction_id - A field from the table call_detail
Detail Reports
Campaign Results
  • Global Interaction ID - A field from the campaign results in detailed and simple formats
Exported voice recording
Activity History Forms
  • $(ActivityHistory.global_interaction_id) - The Activity History list field data element is available in the Text form control.


Note the following:




  1. REDIRECT 5.3:Agent-guide/Tutorials/Calls/HowtoCollectaVoiceSignature