IVR Transcript and global Variables in Agent Desktop

The administrator can provide access to an agent to view the Conversational IVR transcript and to view or edit the global (previously known as CAD) variables based on the configurations set in the call flow.

An agent can view the Conversational IVR transcript and the global variables extracted from the Conversational IVR transcript based on the permissions set in the call flow by the administrator. For more information on the Conversational IVR transcript in Agent Desktop, see the section IVR Transcript in the Cisco Webex Contact Center Agent Desktop User Guide.

For more information on the global variables in Agent Desktop, see the section Call-Associated Data Variables in the Cisco Webex Contact Center Agent Desktop User Guide.