You're going to have to provide a lot more background on what you're asking/looking to do.
Do you just mean what determines what data is shown to the agent in Finesse when the call is delivered to the agent? If so, that is partly set in the UCCE Scripts (i.e. Variable 1 = English, Variable 2= Sales) and then in the Finesse Administration as far as which Variables are displayed to the agent (i.e. VAriable 1 is displayed, Variable 2 is not).
