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.
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.
In the Agent Toolbar, the campaign title of the current activity. In Workspace, the currently selected campaign.
In Agent Toolbar the current activity's assigned lead's customer key. In Workspace, the selected lead's customer key.
In Agent Toolbar, the current activity's assigned lead's lead id. In Workspace, the selected lead's lead id.
In Agent Toolbar, the current activity's assigned lead's call history. In Workspace, the selected lead's call history.
In Agent Toolbar, if the current activity is a voice call, the CLI.
In Agent Toolbar, if the current activity is a voice call, the DNIS.
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 system time, presented in either the agent's or the Workspace user's assigned timezone, as appropriate.
Organisation title, which is taken from the companies.settings configuration file.
Organisation URL used to connect to the relevant Agent Toolbar or Workspace.
The current report's title.
The destination email address for sending a scheduled report or report snapshot.
The file format to be used when sending a scheduled report or report snapshot.
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.
Text of Chat interaction
Name of Chat Customer
Email of Chat Customer