Overview

System Variables are the means used to communicate internal system information to users, such as agents or customers. They can be used in scripts, emails, chat sessions, and when reports are sent by email. However, given these separate modes of usage, some system variables can be used in some contexts, and some in others.

Variable Name

Description

Agent First Name

The logged in agent's first name.

Agent Last Name

The logged in agent's last name.

Agent User Name

The logged in agent's user name.

Agent Display Name

The logged in agent's display name.

Workspace User First Name

Currently logged in Workspace user's first name.

Workspace User Last Name

Currently logged in Workspace user's last name.

Workspace User Name

Currently logged in Workspace user's user name.

Campaign Title

In the Agent Toolbar, the campaign title of the current activity. In Workspace, the currently selected campaign.

Customer Key

In Agent Toolbar the current activity's assigned lead's customer key. In Workspace, the selected lead's customer key.

Lead Id

In Agent Toolbar, the current activity's assigned lead's lead id. In Workspace, the selected lead's lead id.

Call History

In Agent Toolbar, the current activity's assigned lead's call history. In Workspace, the selected lead's call history.

CLI

In Agent Toolbar, if the current activity is a voice call, the CLI.

DNIS

In Agent Toolbar, if the current activity is a voice call, the DNIS.

Current Date

The current system date, presented in the organisation's selected date format. The timezone used depends on whether a lead is involved, in which case the lead's timezone will be used, if available. If no lead is involved, or the lead does not have a defined timezone, then the Organisation Timezone will be used.

Current Time

Current system time, presented in either the agent's or the Workspace user's assigned timezone, as appropriate.

Organisation Title

Organisation title, which is taken from the companies.settings configuration file.

Organisation URL

Organisation URL used to connect to the relevant Agent Toolbar or Workspace.

Report Title

The current report's title.

Destination Email

The destination email address for sending a scheduled report or report snapshot.

File Format

The file format to be used when sending a scheduled report or report snapshot.

Export Timeout

Timeout period that applies when sending a scheduled report.

Export Start Date & Time

The date and time (in the organisation timezone) at which exporting of a scheduled report begins.

Chat Transcript

 Text of Chat interaction

Contact Name

Name of Chat Customer

Contact Email

Email of Chat Customer