Global Variables

Global variables are custom variables defined in the Provisioning module and accessible throughout a flow. Flow developers can add global variables to the flow as required. For more information, see Global Variables.

Global variables are specific to the Webex Contact Center voice channel. They collect one of the following types of data values:

  • Caller-entered data: Data that a customer enters using IVR during a call, such as an account number.

  • Agent-entered data: Data that an agent enters into the Interaction Control pane of the Desktop during an active call with a customer, such as a case number or action code.

You can create any number of global variables. However, you can enable only up to 100 global variables for reporting at a time.

For more information, see Create a Global Variable.

By default, you are shown only active global variables. To view inactive global variables, check the Show Inactive Global Variables check box.

Note

  • Global variable values are visible to users who have access to historical records on the Management Portal. Never store secure data such as credit card numbers, personal identification numbers, or social security numbers using global variables.

  • You can't delete Global variables; but you can deactivate a global variable that isn’t in use in any flow. You can’t use an inactive global variable to store data. For more information on how to deactivate a global variable, see Create a Global Variable.

System-Defined Variables

System-defined variables are the predefined global variables used by the Webex Contact Center.

Note

You can edit the system-defined variables in the Provisioning module; but you can’t create or deactivate system-defined variables.

Webex Contact Center uses the following system-defined variables:

  • Global_FeedbackSurveyOptin: Indicates whether the customer chooses to participate in (opt-in) or not participate in (opt-out) a post call survey. The Variable Type is defined as String; while the default value is uninitialized, meaning there is no initial value.

  • Global_Language: Indicates the language that a customer uses in the flow. The Variable Type is defined as String; and the default value is en-US. For more information, see Webex Experience Management Language Support.

  • Global_VoiceName: Indicates the output-recorded name used in the flow. The Variable Type is defined as String; while the default value is Automatic. When the value is Automatic, Google Dialogflow chooses the voice name for a given language.