変数
ここでは、Bright Pattern コンタクトセンターの ワークフロー および シナリオで使われる変数についてご説明します。
変数は、共通の形式$(varname)を使ってアクセスできます。変数は、整数 および 文字列 式で使うことができます。
共通の変数
$(user.id)
$(user.id) は、エージェントのアクションによってワークフローが開始された場合、エージェントIDを指定します。
$(user.loginId)
$(user.loginId) は、エージェントのアクションによってワークフローが開始された場合、エージェントのログインIDを指定します。
$(user.team)
$(user.team) は、ユーザが割り当てられたチームの名前です。
$(user.firstName)
$(user.firstName) は、エージェントの名（ファーストネーム）を指定します。
$(user.lastName)
$(user.lastName)は、エージェントの姓（ラストネーム）を指定します。
$(item.caseId)
$(item.caseId) は、対話のケースID（あれば）を指定します。
$(item.caseNumber)
$(item.caseNumber) は、対話のケース番号（あれば）を指定します。
$(item.contactId)
$(item.contactId) は、お客様のコンタクトID（あれば）を指定します。
$(item.firstName)
$(item.firstName) specifies the first name of the customer, if available.
$(item.lastName)
$(item.lastName) specifies the last name of the customer, if available.
$(global_interaction_id)
$(global_interaction_id) specifies the Global interaction identifier. This variable is also known as $(item.globalInteractionId).
Note: This variable is available in scenarios.
For Voice
$(LanguageAsked)
$(LanguageAsked) specifies whether the customer asked for a specific language (e.g., "Yes").
$(NPS_raw)
$(NPS_raw) specifies the Net Promoter Score (NPS) value (e.g., "11").
$(contact_satisfaction)
$(contact_satisfaction) specifies the customer's contact satisfaction rating (e.g., "1").
$(destination)
$(destination) specifies the destination for the Connect Call block (e.g., "2042").
$(first_call)
$(first_call) specifies whether this voice interaction is the first placed call (e.g., "1").
$(screenpopData)
$(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)
$(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)
$(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)
$(item.cnam) specifies the customer name.
$(item.customerPhone)
$(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)
$(item.from) specifies the origination address (i.e., phone number or chat user display name). This variable is also known as ANI.
$(item.interactionId)
$(item.interactionId) specifies the interaction identifier.
$(item.media)
$(item.media) specifies the media type (e.g., "voice").
$(outbound_data)
$(outbound_data) contains data from calling lists and is available if the workflow is triggered from outbound campaign.