Conditional Custom Data (CCD)

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 not available directly from any data sources (for example, CTI). This information is derived from the values in other interaction data fields.

The CCD fields are defined in the Conditional Custom Data Manager.

You can only view in the system CCD fields and values 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.. If you are assigned the Access any value option for a CCD field, you can view any of the available values for that CCD field. The values you can view include any deleted CCD values or empty values.

In searches:

CCDs are used to search for interactions, evaluations, and assessments
Only CCD values that are assigned to your group and role in the Assignment Manager are displayed in the search criteria
If you do not select a value, and you are assigned the Access any value option for a CCD, the results include all CCD values. The results also include deleted or empty values

If a CCD field is assigned to your group and role but none of its values are assigned to you, including the Access any value option, the search is not available.

The actual captions are customer configurable and can appear with any label (for example, Account Number, Transaction, Site, and Line of Business).

Field information

When used as input fields (performing searches, external evaluations), for each field select one or more values included in the list (depending on your permissions). Select SelectAll to search according to all the field values that appear in the list (all the check boxes in the list are selected).

Use the Conditional Custom Data Search field to locate the relevant Conditional Custom Data value by typing all or part of the Conditional Custom Data value.

Valid characters

N/A

Wildcard usage

N/A

Indexed

It is an indexed field, meaning that performing a search based on this field improves the search performance.

Note

The indexed search improvements are unavailable when multiple CCD values are selected. In this case, add extra criteria to the search.