DiscoverMetaData

Passes metadata fields that have been populated with values to the Discover platform as they pertain to the active contact. In other words, the value or information can be passed to the Discover system and tied to the contact.

This action applies only to those who have the optional Uptivity Survey product.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

A square with a line branching from it that goes to three other squares.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

The icon for the Digital script type - a computer monitor with a smartphone next to it.

Generic

 Email Chat Phone Voicemail Work Item SMS Digital

Input Properties

These properties define data that the action uses when executing.

Property

Description
CustomFilter Maps to the ACD (automatic call distribution)Closed System that recognizes, routes, and connects contacts to available agents based on skill and priority Gate field in Discover.
User1-8 Maps to the User 1 through User 8 fields in Discover.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition

Description
Default Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.

Tips & Tricks

  • Twenty characters per field are allowed as a maximum. Any values over twenty characters will be truncated.
  • DiscoverMetaData is populated with metadata until the Onrelease event occurs, specifically when the agent is disconnected from the call.
  • Consider a scenario in which the system asks the contact to select the product they are interested in. When the customer makes the selection, DiscoverMetaData transfers that data to Discover. The customer may make a product selection, but when he speaks to the agent, he realizes that he has selected the wrong product, and the agent selects a different product on the contact's behalf. With this collected data, you can create surveys for quality management purposes.

Phone Script Example Using DiscoverMetaData

In the sample script below, the CustomFilter property is mapped to the cfold field in Discover, and the user1 through user8 properties are similarly mapped to the u1old to u8old fields. The data that is being passed will continue being passed until the call ends. For example,

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