Contact Center Administrator Guide

Custom Fields

The existing controls on forms can be extended with an option to save the final value of the field in a custom reporting field. Such custom fields are to be used for values that are not already present on default (e.g., account number in a third-party system, or an additional phone number that came in on an incoming call).

Custom fields may be added to Contact, Company, Case, Activity History, and Knowledge Base. To add a new field, click Add and specify the name of the custom field.

Storage for these custom fields is provided in detailed reports. Note that only non-aggregated fields can be selected for storage in detailed reports.


Custom fields are added to Contact, Company, Case, Activity History, and the Knowledge Base


Contact

Contact custom fields are used to create unique fields related to contacts. These fields can be used in the Contacts section of Agent Desktop or added to forms in the Form Builder application.

Company

Company custom fields are used to create unique fields related to companies. These fields can be used in the Form Builder application.

Case

Case custom fields are used to create unique fields related to cases. These fields can be used in Scenario Entries or added to forms in the Form Builder application.

Activity History

Activity History custom fields are used to gather information related to a contact's activities. They also can be connected to Knowledge Base fields. The configuration is defined system-wide, for all articles. By default, no fields are configured to be associated with Knowledge Base articles. The display format for the editor is also configured with the options text and list.

Knowledge Base

Knowledge Base custom fields are used in conjunction with activity forms agents use while on calls. Agents may choose to use a Knowledge Base article and use its contents to fill the form. When they click the Use button, a number of fields on the form will be prefilled with these associated custom field values. Initially, the supported field presentation types are text and list. The list configuration control is similar to the list configuration dialog in chat styling form configuration. All configuration options allow you to select from a list of Activity History variables.


An example of Knowledge Base custom fields


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