Business Data

Enrich your CXone interaction metadata using business data fields. These are custom fields that display data captured from Studio. For example, you can include data imported from your external sources (such as CRM systems) or during the IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both..

To use business data from a customer's third-party telephony system, define business data for CXone Multi-ACD (CXone Open).

Once you've identified the fields you want to use, you need to:

  1. Set Up a Studio Script that captures the metadata and sends it to CXone Recording—Professional Services can help you set up your script, but there might be a fee for this service. Contact your CXone Account Representative to learn more.

  2. Define Business Data Fields.

Keep in mind:

  • You can create up to 50 business data fields per tenant: 35 text, 10 numeric, and 5 true/false.

    The business data field type can't be changed once created.

  • All active field values show in search results, so make sure your field values don't include sensitive data.

  • You can change the Business Data Name but make sure to also update the Snippet action in the Studio script.

    If the Studio script Snippet action and Business Data Name don't match, the data won't import from your third party system.

  • A new business data field is automatically saved as active. You can deactivate a business data field so that it won't be used in searches or recording policies.

What Can You Use Business Data Fields For?

You can:

  • Filter interactions in a quality plan, see Quality Planner.

    After business data is set up for your organization, you can create a quality plan that filters on the data imported from your CRM system. The business data must be defined as a text field for this to work.

    For example, you can focus a specific account type (such as Platinum) and agent seniority (such as Junior).

  • Search for interactions based on the values in the business data text fields. The business data must be defined as a text field to be searchable.

    You can add the business data columns to search results, see View Search Results.

Set Up a Studio Script

Professional Services can help you set up your script, but there might be a fee for this service. Contact your CXone Account Representative to learn more.

In a Studio script:

  1. Add a Snippet action that includes:

    • At least one DynamicData object to contain the data you want to send to CXone Recording.

    • All the fields as Snippet properties that you want to import from your third party system; for example, Customer Acct Type and Agent Seniority.

    • A Business Data Name up to 38 characters.

  2. Note the field names defined in the Snippet action. You'll need to use the same names when you define the Business Data Name field in CXone.

  3. Connect the SNIPPET to an MCR Meta Data action.

  4. Make any additional script customizations that you'd like.

DYNAMIC CustomUserFields

ASSIGN CustomUserFields.vipCustomer = "

{vipCustomer}

"

ASSIGN CustomUserFields.customerEmail = "

{emailAddress}

"

ASSIGN CustomUserFields.customerDepartment = "

{department}

"

ASSIGN CustomUserFields.mailingAddress = "

{mailingAddress}

"

ASSIGN CustomUserFields.customerName = "

{customerName}

"

For more information, see , SNIPPET, and MCR Meta Data.

Define Business Data Fields

You can create up to 50 business data fields per tenant: 35 text, 10 numeric, and 5 true/false. The business data field type can't be changed once created.

  1. Make sure you have a Studio script with a Snippet and an MCR Meta Data action. See Set Up a Studio Script.

  2. Click the app selector and select Admin.

  3. Go to Recording > Business Data.

  4. Click New Field.

  5. Enter the Business Data Name exactly as it appears in the Studio Snippet action. This field won't be displayed in CXone.

  6. Enter the Display Name, as it should appear in CXone. This field can be up to 128 characters.

  7. Select a Field Type. The field type must match the field type in your third party system.

    Define the Field Type as text if it will be used in a quality plan, or if you want the contents of the field to be searchable in the Interactions application.

    When the Field Type is text, the character limit for the business data value is 4000 characters.

  8. Click Save.

    The new business data is saved as active.

Edit Existing Business Data Fields

The business data field type can't be changed once created.

You can change the Business Data Name but make sure to also update the Snippet action in the Studio script. The Business Data Name can be up to 38 characters.

If the Studio script Snippet action and Business Data Name don't match, the data won't import from your third party system.

Deactivate Existing Business Data Fields

Once you turn off a business data field, it won’t show up in searches or be part of recording policies.

You cannot deactivate a business data field that is being used in an active recording or Do Not Record policy. You must first remove all filters for the business data field in all policies that use it.

In the Actions menu for the business data, select Deactivate.