- 1 Variables
- 1.1 Common Variables
- 1.2 For Voice
$(user.id) specifies the agent's ID if the workflow is started due to agent action.
$(user.loginId) specifies the agent's login ID if the workflow is started due to agent action.
$(user.team) is the name of the team to which the user is assigned.
$(user.firstName) specifies the agent's first name.
$(user.lastName) specifies the agent's last name.
$(item.caseId) specifies the case ID of the interaction, if available.
$(item.caseNumber) specifies the case number of the interaction, if available.
$(item.contactId) specifies the contact ID of the customer, if available.
$(item.firstName) specifies the first name of the customer, if available.
$(item.lastName) specifies the last name of the customer, if available.
$(LanguageAsked) specifies whether the customer asked for a specific language (e.g., "Yes").
$(NPS_raw) specifies the Net Promoter Score (NPS) value (e.g., "11").
$(contact_satisfaction) specifies the customer's contact satisfaction rating (e.g., "1").
$(destination) specifies the destination for the Connect Call block (e.g., "2042").
$(first_call) specifies whether this voice interaction is the first placed call (e.g., "1").
$(screenpopData) specifies the list of the screen pop data received or set by interactive voice response (IVR). An actual list of available screen pop data elements depends on the particular IVR and integration.
$(item.ANI) specifies the Automatic Number Identification (ANI), a telephone company service providing a calling party with a number of the calling party. "ANI" is often used instead of “calling party number.”
$(item.DNIS) specifies the Dialed Number Identification Service (DNIS), a telephone company service providing the called party with a number that was dialed by the calling party. "DNIS" is often used as a shorthand for "called party number."
$(item.cnam) specifies the customer name.
$(item.customerPhone) specifies the customer phone number. This variable enables passing customer phone information from scenarios of primary inbound and outbound customer calls to scenarios of the associated consultations and blind transfers.
- In scenarios launched for new incoming calls, its value matches the value of the $(item.from) variable.
- In scenarios launched for new outgoing calls, its value matches the value of the $(item.to) variable.
- In scenarios launched for consult calls and blind transfers, the value of the $(item.customerPhone) is inherited from the scenarios of the associated primary calls.
$(item.from) specifies the origination address (i.e., phone number or chat user display name). This variable is also known as ANI.
$(item.interactionId) specifies the interaction identifier.
$(item.media) specifies the media type (e.g., "voice").