A Variable Set is a special group of variables that can be automatically exposed to customer service representatives. Variable Sets are usually made up of variables containing data that is helpful to a call center, e.g., customer name, ID number, and so on. If a customer contacts the call center while navigating through an Interaction, Variable Sets used in the Interaction are sent to the telephony system of the call center. The values of the variables can then be forwarded to the agent who answers the call, using the Get User Variable Set API.

This article shows you how to:

Viewing Variable Sets

Jacada Interact comes with several out-of-the-box Variable Sets. You can view them by opening the Solution Explorer and selecting Variable Sets

The following figure shows the default view of the Variable Sets tab of the Solution Explorer.

The Search tool at the top of the Variable Sets tab lets you filter the list according to the name (or part of the name) of the required Variable Set. For example:

To view the variables that are contained in a Variable Set, click . For more information, refer to Updating Variable Sets (below). 

Updating Variable Sets

The Edit function lets you view the variables that make up a Variable Set, and add or remove variables as required. For example, you might want to add a relevant user variable to a specific Variable Set. 

Note: It is recommended not to update the name or ID of an out-of-the-box Variable Set.

To update a Variable Set:

  1. From the relevant row of the Variable Sets list, click .
    The Variable Set Definition window opens, displaying the currently defined parameters of the Variable Set. Note that the variables included in the Variable Set are listed on the right side of the dialog.



  2. Use the Add and Remove buttons to update the variables included in the Variable Set:
    To add a variable to the Variable Set, select the variable from the Available Variables list, and then click . To locate variables more easily, you may use the dropdown list to filter the Available Variables list according to System Variables and User Variables.

    To remove a variable from the Variable Set, select the variable from the Variables in Set list, and then click . The selected variable is removed from the Variables in Set list and added to the Available Variables list. 

    Note: You can select more than one variable by pressing the Ctrl key while you make your selections.
  3. Click Save.
    Parameters for the Variable Set are updated.

Creating a Variable Set

The Add function lets you create new Variable Sets, as required for your organization. For example, you might have company-specific variables that are important to share with your call centers. 

To create a Variable Set:

  1. At the top of the Variable Sets list, click .
    The Add New Variable Set window opens.



  2. In the Variable Set Name field, enter an appropriate name for the new Variable Set. This name will be displayed in the Interaction Designer, in the Variable Sets list.
  3. In the Variable Set ID field, enter an identifier for the new Variable Set. This value will be passed in the API that is used to retrieve the variables. 
    It is recommended to use the syntax provided in the example shown in the field. 
  4. Specify the variables to be included in the Variable Set:
    To add a variable to the Variable Set, select the variable from the Available Variables list, and then click . To locate variables more easily, you may use the dropdown list to filter the Available Variables list according to System Variables and User Variables.

    To remove a variable from the Variable Set, select the variable from the Variables in Set list, and then click . The selected variable is removed from the Variables in Set list and added to the Available Variables list. 

    Note: You can select more than one variable by pressing the Ctrl key while you make your selections.
  5. Click Save.
    The new Variable Set is displayed in the Variable Sets list.

 

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