Conversation Variables
- 08 Feb 2024
- 6 Minutes to read
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Conversation Variables
- Updated on 08 Feb 2024
- 6 Minutes to read
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Survey mappings in Mindful Feedback use conversation variables in Genesys Cloud in several ways. Conversation variables are used in survey mappings to set conditions for creating new survey interactions with appropriate attributes.
To learn more about using conversation variables, see Adding or Updating Survey Interactions.
To learn more about Genesys Cloud conversation objects, see the Conversation Polling Introduction article.
In this article, you can find definitions of pre-defined conversation variables and a few example variables within a Genesys Cloud conversation object.
Sample Conversation Variables
The following excerpt shows a sample of the Customer participant properties in a Genesys Cloud conversation object.
{
"id": "ff89636b-840a-4a18-b571-08af4afd4736",
"startTime": "2020-04-10T07:18:50.744Z",
"endTime": "2020-04-10T07:19:56.664Z",
"address": "tel:+13172794452",
"participants": [
{
"id": "9e080162-1c8c-47c3-8411-ae6b8b9521b2",
"startTime": "2020-04-10T07:18:50.744Z",
"endTime": "2020-04-10T07:19:49.785Z",
"connectedTime": "2020-04-10T07:18:50.816Z",
"externalContactId": "ed0c5d4e-3f5d-4dd9-8060-28454d51c385",
"queueId": "5b5c6ffb-a4c0-49b9-b4ed-6d5da7db757b",
"queueName": "Acme Service",
"purpose": "customer",
"participantType": "External",
"ani": "tel:+61404873642",
"attributes": {
"SurveyType": "websms",
"ProductPurchased": "Widget101",
"CustomerName": "Alasdair"
},
...
There is a lot of information about the Genesys Cloud conversation (a phone call in this example) shown in this data structure. Mindful Feedback pulls this object apart and creates conversation variables that can be assessed in the survey mapping conditions.
You will see all of the derived conversation variables available in the dropdown menu that appears when using a conversation variable (Settings > Customer Settings > Integrations > Genesys Cloud > Configure Genesys Cloud > Configure Polling tab).
The following example shows just a few of the available conversation variables. These correspond either directly to an attribute of the conversation object (startTime, id, queueId, etc.) or they are derived from it (agentID, timeToAnswer, etc.).
Pre-Defined Conversation Variables in Genesys Cloud
The table below details the pre-defined conversation variables in Genesys Cloud:
| Name | Description | Notes |
|---|---|---|
| id | Conversation ID | • The Genesys Cloud conversation ID • This is an important conversation attribute that is almost always associated with surveys. • Normally assigned to the External Reference (external_ref) suryey interaction attribute |
| startTime | Start Time | The time at which the Genesys Cloud conversation began (when the customer call arrived at the contact center) |
| endTime | End Time | The time at which the Genesys Cloud conversation ended (when the customer left the conversation and the agent marked it as "Done") |
| duration | Conversation duration in seconds | The number of seconds between the Start Time and End Time |
| queueId | Initial Queue ID | The Genesys Cloud queue ID for the first queue the customer entered during the conversation |
| queueName | Initial Queue Name | The Genesys Cloud queue name for the first queue the customer entered during the conversation |
| lastQueueId | Final Queue ID | The Genesys Cloud queue ID for the last queue the customer entered during the conversation |
| lastQueueName | Final Queue Name | The Genesys Cloud queue name for the last queue the customer entered during the conversation |
| callerNumber | Caller Number | The telephone number of the caller (taken from the ani attribute) |
| address | Caller Address | The telephone number or email address (depending on the type of conversation) taken from the address attribute |
| firstAgentID | SDX Agent ID of first agent | • The Mindful Feedback Agent ID corresponding to the first agent that handled the conversation • Mindful Feedback can populate this variable as long as a user exists in the system with the same email address as the agent that handled the conversation in Genesys Cloud. |
| firstAgentEmail | Email of first agent | The Genesys Cloud email address of the agent that first handled the conversation |
| agentID | SDX Agent ID of last agent | • The Mindful Feedback Agent ID corresponding to the last agent that handled the conversation • See firstAgentID for more information. |
| agentEmail | Email of last agent | The Genesys Cloud email address of the agent that handled the conversation last |
| connectedTime | Time at which the call was answered | The timestamp corresponding to the moment the conversation was answered by an agent |
| timeToAnswer | Time spent waiting on the first queue | The number of seconds between the time the conversation entered a queue and the time the agent connected |
| agentInteractTime | Interact time of the last agent | The number of seconds that the last agent was involved in the conversation |
| firstAgentInteractTime | Interact time of the first agent | The number of seconds that the first agent was involved in the conversation |
| handleTime | Total agent interact + wrapup time | The number of seconds that the agent was involved in the conversation, including time spent in wrap-up |
| contactID | External Contact Genesys Cloud ID | The Contact ID of the Genesys Cloud External Contact, if present |
| contactWorkNumber | External Contact Work Number | The Contact Work Number attribute of the Genesys Cloud External Contact, if present |
| contactCellNumber | External Contact Mobile Number | The Contact Cell Number attribute of the External Contact, if present |
| contactWorkEmail | External Contact Work Email | The Contact Work Email attribute of the External Contact, if present |
| contactPersonalEmail | External Contact Personal Email | The Contact Personal Email attribute of the External Contact, if present |
| contactFirstName | External Contact First Name | The Contact First Name attribute of the External Contact, if present |
| contactLastName | External Contact Last Name | The Contact Last Name attribute of the External Contact, if present |
| wrapupCode | Wrapup Code (Genesys Cloud ID) | The Genesys Cloud ID for the wrap-up code that was selected by the agent at the end of the conversation |
| wrapupName | Wrapup Code (Human Readable) | The human-readable wrap-up name for the wrap-up code that was selected by the agent at the end of the call |
| transferred | Caller was transferred | Indicates whether the conversation was transferred at least once (value of 1) or not (value of 0). |
| transferCount | Number of transfers | Indicates the number of times the conversation was transferred |
| agentReplied | Agent replied | • Indicates whether an agent replied to the conversation (value of 1) or not • This is useful when evaluating an email conversation to confirm that the agent sent a response to the customer |
| disconnectReason | Disconnect Reason | The Genesys Cloud attribute for the reason the conversation was disconnected |
| agentDepartment | Agent Department | Department of the agent based on the associated organizational chart in Genesys Cloud |
| agentLocation | Agent Location | First listed Location of the agent based on Genesys Cloud data |
| agentManagerName | Agent Manager Name | Name of the agent's manager based on the associated organizational chart in Genesys Cloud |
| agentManagerEmail | Agent Manager Email | Email of the agent's manager based on the associated organizational chart in Genesys Cloud |
| agentHireDate | Agent Hire Date | Date the agent was hired (yyyy-mm-dd) |
| agentDaysHired | Agent Days Hired | Number of days since the agent was hired |
| agentTenure | Tenure group of the agent | An attribute that groups agents into discrete groups based on the agentDaysHired variable |
| timeOnHold | Time spent on hold | Total time the caller was on hold during an agent interaction |
| holdCount | Number of times on hold | Number of times the caller was placed on hold |
| genesysCloudConversationLink | Link to conversation view | Web link to the Genesys Cloud conversation view |
| contactChannel | Contact channel | Channel used to contact the center (Chat, Voice, Email) |
| principalAgentID | Agent ID of the principal agent | Agent ID of the agent with the longest interact time |
| principalAgentEmail | Email of the principal agent | Email of the agent with the longest interact time |
| principalAgentDepartment | Department of the principal agent | Department of agent with the longest interact time |
| principalAgentLocation | Location of the principal agent | Location of agent with the longest interact time |
| principalAgentManagerName | Manager of the principal agent | Manager's name of agent with the longest interact time |
| principalAgentManagerEmail | Email of the principal agent's manager | Manager's email of agent with the longest interact time |
| principalAgentHireDate | Hire date of the principal agent | Hire date of agent with the longest interact time |
| principalAgentDaysHired | Length of principal agent's employment | Number of days the agent with the longest interact time has been employed |
| principalAgentTenure | Tenure of principal agent | Tenure group of the agent with the longest interact time (for example, 91 days - 180 days) |
NOTE - Custom attributes
You are not limited to using the pre-defined conversation variables outlined in this article. Any value from the attributes property of the conversation object for either the Customer, Agent or IVR participant can be referenced simply by using its name. For example:
...
"attributes": {
"SurveyType": "websms",
"ProductPurchased": "Widget101",
"CustomerName": "Alasdair"
}
...
In this example, to reference the CustomerName attribute, you can type it into the Conversation attribute field in Mindful Feedback (Settings > Customer Settings > Integrations > Genesys Cloud > Configure Genesys Cloud > Configure Polling tab).
If the attribute is associated with the Agent participant, preface the attribute name with "agent" (for example, agent.CustomerName)
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