You can configure the following behaviors for
Avaya Workspaces for CRM using attributes and engagement parameters:
Displaying customer information and the interaction details
Displaying screenpops based on attributes and engagement parameters during interactions
Saving customer information on the CRM
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 screenpop based on the queue name during an interaction.
You can configure attributes and engagement parameters to display a screenpop and initiate a search on the CRM records based on the attributes and engagement parameters you configured. Avaya Workspaces for CRM opens the related interaction card when the agent receives an interaction. You can also configure attributes and engagement parameters to initiate a global search on the CRM records for related interactions or use the unique contact ID to display the matching CRM object. You can configure the global search and screenpop with contact ID functions only on Salesforce.
You can configure multiple attributes and engagement parameters and handle multiple interaction details, such as language, department, or account number. You can use attributes and engagement parameters to display these values in the Interaction Details section or display a screenpop.
You can configure the Log Data 1 and Log Data 2 fields to save customer information and interaction details on the CRM.
Attributes and engagement parameters provide flexibility for matching multiple customer details and various screenpop options for agents. For example, Avaya Workspaces for CRM compares the calling number to the mobile, home, and business phone number of a customer, depending on the attributes and engagement parameters you configured. Then, it displays a screenpop in the contact page of the calling customer, regardless of the call source. This function is the default in Salesforce, and you must configure it on Dynamics 365 and ServiceNow.
You can display additional information about an incoming interaction on the header of an incoming interaction using engagement parameters, attributes, and intrinsics.
To receive information from a customer, configure the self-service flow you use to route the calls.
For more information about configuring attributes in Application Center Administration, see Administering Avaya Experience Platform™ Public Cloud. For more information about engagement parameters, see Configuring Workflows for Avaya Experience Platform™ Public Cloud.
