This section provides high-level overview information about the Attributes and User to User Information (UUI) parameters you can configure for your call center. Attributes are for digital or Avaya Experience Platform™ Public Cloud interactions, while UUI is for Avaya Experience Platform™ On-Prem voice interactions. UUI data is defined in Avaya Experience Platform™ On-Prem.
You can configure the customer information and the interaction details that Avaya Workspaces for CRM displays, display screen pops based on attributes and UUI elements during interactions, and save customer information. For example, you can assign an attribute to the queue name to display the queue name from which the interaction comes in the Interaction Details section. You can also display a screen pop based on the queue name during an interaction.
You can configure custom parameters to display a screen pop and initiate a search of the specified object. Avaya Workspaces for CRM opens the related interaction card when the agent receives an interaction. You can also configure these parameters to initiate a global search of the CRM records for related interactions or use the unique contact ID to display the matching CRM object.
In the Screen Pop Options section, there are ten Custom Parameter and Advanced Pop fields. You can configure multiple attributes or UUI values in each field. Use a semi-colon to separate each value. The parameters can be configured to handle multiple interaction details, such as language, department, or account number.
Configure the Log Data 1 and Log Data 2 fields in the Activity Options section to save customer information and interaction details.
Attributes and UUI elements provide flexibility for matching multiple customer details and various screen pop options for agents. For example, Avaya Workspaces for CRM can compare the calling number to the mobile, home, and business phone number of a customer, depending on what you configured. Then it displays a screen pop to the contact page of the calling customer, regardless of the call source.
Use the ANI and DNIS replacement feature to display different values for the calling number and the called number.
To receive information from a customer, configure the self-service flow you use for routing calls.
For detailed information about custom parameter uses cases and the advanced screen pop data you can configure, see the sections under Screen Pop Options field descriptions.
