What are VCC custom fields and how can they be pulled into Quality Management for easy filtering?
Question
What are the VCC custom fields that can be pulled into Quality Management for easy filtering?
Applies To
- Quality Management/Speech Analytics
Answer
Custom fields contain relevant information about a particular interaction, such as transaction code, queue name, channel name etc. These fields are being pulled into Quality Management from VCC. These fields can be easily added from the Settings - Information Display - Interactions section as seen below and then renamed accordingly.
The QM custom fields and their VCC correspondent are listed below:
| customField16 | vcc_queue_number |
| customField17 | vcc_queue_name |
| customField18 | vcc_channel_name |
| customField19 | vcc_status |
| customField20 | transaction_code_1 |
| customField21 | transaction_code_2 |
| customField22 | transaction_code_3 |
| customField23 | transaction_code_4 |
| customField24 | transaction_code_5 |
| customField25 | agent_notes |
Additional Information
It is not required to add a custom field to the Search Interactions page in order to filter calls. As long as the correct custom field name is used as a chip in the filter, as listed below, QM will still be able to perform a search and pull the relevant information.
Custom fields can also be renamed, in order to match with the back end VCC correspondent.