What are the VCC custom fields that can be pulled into Quality Management for easy filtering?
- Quality Management/Speech Analytics
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:
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.