Controlling interaction access using Conditional Custom Data

Risk Management Component of the Real-Time Analytics (RTA) Framework that provides interaction search and replay functionality, combined with integration of the Real-Time Analytics (RTA) Framework. supports the optional use of Conditional Custom Data (CCD) Data fields that enable customers to tag interactions with additional information not available directly from other sources, such as a CTI, but derived from the values in other data fields. CCD values are based on customized rules defined in the Conditional Custom Data Manager. to limit interactions users can access. Use of CCDs to limit 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. access requires integration assistance from services and support.

About CCD fields

Use of CCD fields enables you to tag interactions with additional information not available directly from CTI. The additional information is derived from predefined values according to customer requirements and the customer data model. CCD supplements the data obtained from the recording environment. A single interaction can be tagged with up to five Conditional Custom Data fields.

Example: Block user access to VOX recordings in Risk Management

By blocking user access to VOX recordings, Risk Management users see only CTI segments in Risk Management search results.

To block users access to VOX recordings:

  • Assign the session field is_no_CTI to a CCD field. A value of 1 identifies VOX segments.

  • Use CCD visibility logic so that Risk Management users cannot access interaction segments identified as VOX. To learn more about CCDs and CCD visibility logic, see the related information section.

In the example given, an interval of up to 10 minutes is required for new interactions (both CTI and VOX) to populate the data warehouse. Once in the data warehouse, Risk Management can return the interactions in search results.

Managing CCD fields

CCD fields are managed using the Conditional Custom Data Manager. The Conditional Custom Data Manager displays a list of the CCD fields and enables you to determine which are enabled in the system.

Use the Conditional Custom Data Manager to:

  • Plan how best to use the fields.

  • Enable the fields you need.

  • Build the rules for populating the fields with data.

Related information 

Conditional Custom Data visibility logic (Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. and Analytics Administration Guide)

Conditional Custom Data (Interactions and Analytics Administration Guide)