Call-Associated Data Variables

You define Call-associated data (CAD) variables using the Provisioning module for use in call control scripts to collect one of the following types of data values:

  • Caller-entered data: The data that the customer enters using IVR during a call, such as the account number.

  • Agent-entered data: The data the agent enters, such as a case number or any action code.

The system stores the CAD values in the cumulative call detail records (CCDRs). Webex Contact CenterManagement Portal users can display and export to Excel or .csv files. Note the following:

  • The system stores a CAD variable that is used in a call control script only if the variable name matches the name of an active CAD variable that the organization administrator provisions for your enterprise. You can view a list of the CAD variables used in a call control script in the Call Control section of the Create Routing Strategy or Edit Routing Strategy page. For more information, see Assigning Call Control Scripts and Parameters.

  • The system saves an agent-entered CAD valueafter the agent completes the Wrap-up state for that call. If due to some reason Agent Desktop connectivity is lost, the system does not store the CAD value that is entered by the agent.When an agent transfers a call, then the CAD variable that the last agent enters is saved.

Note that:

  • CAD variable values are visible to all individuals who have access to historical records on the Management Portal. You should not store secure data such as credit card numbers, PINs, and social security numbers should not be stored through use of CAD variables.

  • The system stores the CAD data subject to network availability and other operation considerations. CAD variables provide reference data only, and are not intended to provide Customer Relationship Management (CRM) functionality.

You cannot delete a CAD variable, but can deactivate it. You cannot use an inactive CAD variable to store data.

Your organization administrator provisions the maximum number ofCAD variables that you can define.For more information, see Tenant Settings.