Conditional custom data (CCD) search
Description
CCDs contain additional information 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. that is not available directly from other sources, such as a CTI, but derived from the values in other data fields.
The fields and their values that you can view, defined in the Conditional Custom Data Manager, are only those that are assigned to your groups and roles in the Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications. module.
Assignment Manager options
You can be assigned the Access Any Value option for CCDs. If assigned the option in Assignment Manager:
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You can view any of the available values for that field, including the field’s deleted values and empty values (if any exist).
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If you do not select any value to search, and you are assigned the Access any value option, the search returns interactions containing any of the available values for that field (including those that did not appear in the list) and those having empty or deleted conditional custom data values.
Captions for fields
The actual captions are configurable and can appear with any label. For example Account Number, Transaction, Site, Line of Business, and similar.
Where to find
From Advanced Search, select Custom Data.
Field Information
When used as a search field, select one or more values for each CCD to find. Click Select All to search for all the field’s values that appear in the list (all the check boxes in the list are selected).
Use the Search field to search for the relevant CCD value by typing all or part of the conditional custom data value.
Valid Characters
N/A
Indexed
CCDs are indexed fields, therefore performing a search based on CCDs improves search performance.
Note
The indexed search improvements are disabled when multiple CCDs are selected. In such instances, provide additional search criteria.