You can configure CCAI Platform so that users can view session data in the agent adapter. This includes virtual agent session variables and custom data from the web and mobile SDKs. This information can be useful for an agent to get additional information during a session, or for a supervisor to get an overview of a session that they barge into.
Let users view virtual agent session variables
You can configure CCAI Platform so that agents or supervisors can view virtual agent session variables in the agent adapter. This gives the user an overview of any virtual agent interactions that the end-user has had.
For session variables that contain custom payloads, you can use the
invisible_to_agent property to specify payload properties that: (1) You don't
want to be displayed in the agent adapter, and (2) You don't want to sent to
your CRM. For more information, see Capture from intent
response.
To let users view virtual agent session variables in the chat adapter, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Virtual Agent pane.
Under Chats, select Collect configured custom data in chat sessions and sent it to CRM. The Display collected custom data in Agent Adapter checkbox appears.
Select Display collected custom data in Agent Adapter, and then click Save Changes.
To let users view virtual agent session variables in the call adapter, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Virtual Agent pane.
Under Calls, select Collect configured custom data in call sessions and sent it to CRM. The Display collected custom data in Agent Adapter checkbox appears.
Select Display collected custom data in Agent Adapter, and then click Save Changes.
Let users view SDK custom data
You can configure CCAI Platform so that agents or supervisors can view, in the agent adapter, custom data that you send to your CRM. This custom data can come from the web SDK, the Android SDK or the iOS SDK. This gives the user quick access to the SDK custom data for that session.
You can used the invisible_to_agent property to specify custom properties that
you don't want to be displayed in the agent adapter. For more information, see
the "Prevent the display of custom data" section of the web SDK
guide, the Android SDK
guide, and the iOS SDK
guide.
To let users view SDK custom data, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Data Parameters pane.
Under Display SDK custom data in Agent Adapter, select the type of SDK custom data that you want to be displayed in the agent adapter, and then click Save Data Parameters.