Creating Custom Interaction Attributes

  Users must have the INTERACTION_ATTRIBUTES_CONFIG_CREATE permission to create new attributes.

To create a custom interaction attribute:

  1. Go to Flow > Custom Attributes.
  2. Click Create.
  3. Enter an Identifier for the attribute.
    The identifier must be unique to your tenant. Ensure the attribute identifier is alphanumeric without spaces and only contains a dash ( - ) and underscore ( _ ) as special characters. An error message prompt helps you to name the Attribute Identifier.


    After the attribute is saved, the identifier cannot be changed.

  1. Enter a Name for the attribute.
    2. The Attribute Name is the display name for the Custom Attribute that will be available for selection in the flow notation (Assign interaction Attribute) and as a column in the Realtime Dashboards. It is also the display name in the Realtime and Historical Reports.
    The Data Type Text is automatically selected.

  1. Optionally, click the toggles to enable in Historical Reporting, Realtime Reporting, or both.
  • Historical Reporting: The attribute's value can be reported on in Historical Reporting using the Custom Interaction Attribute or Custom Interaction Attributes by Agent reports.
  • Realtime Reporting: The attribute can be used in Realtime Dashboards and the realtime API. In Realtime Dashboards, it is currently only available in the Interaction in Queue Table.
  1. Click Submit.
  To edit and update existing Custom Attributes users must have the INTERACTION_ATTRIBUTES_CONFIG_UPDATE.

You might also be interested in: