Tagging mobile interactions
Mobile One can be configured to push a specific data into interactions handled on the mobile app, so you are able to distinguish these interactions in your regular reporting at NICE level.
By default this functionality is inactive, as it requires specific configuration on NICE side.
Changes required for inbound calls
In the studio flow which delivers the interaction, add the following
- onData
- ASSIGN: Variable Mobile; Values: {Mobile}; Save to DB: true
Changes required for outbound calls
For outbound calls, you will need to attach a script onto the outbound skill which is used.
In that script, add the same actions as what is listed for 'inbound' calls above
How to retrieve the information on reporting side
Underlying, Mobile One will be using the PostCustomData API https://developer.niceincontact.com/API/AgentAPI#/Sessions/PostCustomData
You can read custom data of a specific contact by using this API: https://developer.niceincontact.com/API/ReportingAPI#/Reporting%20DW/ContactCustomData
Or, alteratively, by using this method which will return custom data on all contacts within the period defined. https://developer.niceincontact.com/API/ReportingAPI#/Reporting%20DW/get_contacts_custom_data