Custom Data (CD)
Description
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 available from other sources, such as a CTI, according to customer requirements and data model.
The Custom Data fields that you can view 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..
The actual captions are customer configurable and can appear with any label (for example, Account Number, Transaction, Site, and Line of Business).
In searches, they are used to search for interactions, evaluations, and assessments.
Field information
In searches and filters, set values in the Custom Data field as follows:
For Custom Data of type string:
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If values were defined for the Custom Data field:
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Under All Predefined select the relevant values. To include all predefined values, select All Predefined.
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To include other values, select Other and in the text box manually enter one
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If no values were defined for the Custom Data field:
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Manually enter one
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For Custom Data of type Integer:
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If values were defined for the Custom Data field:
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If the operator is set to Less than or equal to, Between, or More than or equal to, select a predefined value from the list box or manually enter a value.
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If the operator is set to Equal to, under All Predefined select one or more values. To include all predefined values, select All Predefined. To include other values, select Other and type one
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If no values were defined for the Custom Data field:
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If the operator is set to Less than or equal to, Between, or More than or equal to, type a value in the list box.
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If the operator is set to Equal to, type one
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Verify that manually entered values correlate to the actual values received from the applications providing this information, such as CTI.
To add additional Custom Data fields to your search or filter, click 
. To remove Custom Data fields from your search or filter, click 
next to the Custom Data field.
Valid characters
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String value can contain:
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Any number
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Any letter (in any supported language)
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You can type multiple values, separated by a comma. Each value can contain up to 256 alphanumeric characters (depending on the specific Custom Data field).
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Special characters:
Valid special characters
!
@
#
$
%
^
&
*
()
_
+
=
<>
`
.
?
/
:
;
'
{}
[]
|
~
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Numeric value can be any number between -2^31 (-2,147,483,648) and 2^31 -1 (2,147,483,647)
Wildcard usage
You can search for a Custom Data value by using either the single character placeholder (?) or multi-character placeholder (*).
For example, when you type Sal*, the system retrieves the words Sale, Sales, and Salaries.
Indexed
The Custom Data fields CD1-CD8, CD24-300 are indexed fields. Performing a search based on any of these fields improves the search performance.
Note
Up to 32 Custom Data fields can be selected in a single search.
The indexed search improvements are unavailable when multiple CD values are selected or wildcard characters are used at the beginning of a string (for example, *1234). A timeout or a long search time may occur. In this case, add extra criteria to the search. It is also relevant when you use any of the Custom Data fields that are not indexed.
When a Custom Data field is enabled in the system and assigned to a user, it takes time for it to become available. It can take up to 1 hour for it to be available for searching and evaluating a virtual interaction Interaction between an employee and a customer that is not recorded by the Interactions application..