Passing Metadata to QM Desktop Client

[3dimarcsupport]

Hi All,

We are trying to Get CAD to pass on the below feilds as Metadata to the QM Desktop Client (Desktop Based Recording):

Team_Name

CSQ_Name

Answer_Skillset

This is to let supervisors sort recorded calls based on UCCX data. The agents skillset in the UCCX is changed on a daily basis and hence the Team function on the AQM cannot be used.

We want the ability to search calls on the AQM based on the UCCX Answer Skillset.

Thanks,

Rakesh

[wenqianyu]

I am interested to see how this can be done. We are passing Metadata from CAD using Customized Enterprise Parameters. Agents type info in pre-defined fields and the info entered can be searched later. Team info should automatically passed through. But pass CSQ and Skill set to QM using metadata is still a question.

Wenqian

[3dimarcsupport]

We got this working by following the below steps.

1. Create new ECC Variable in CRS Script

2. Assign the CSQ Value to this Variable just before the queue to skillset step

3. In CAD Admin, configures this ECC Variable.

4. In Desktop Admin of UCCX, configure this varrable to be passed in the IPSend step.