Variables support for Digital Channels

Webex Contact Center supports the use of global variables and custom flow variables while you build flows for the digital channels by using Flow Builder in Webex Connect.

Global variables are defined in the Management Portal. You can use these variables within flows to set and pass values in the context of interactions that are handled in Webex Contact Center. If you mark these variables as Agent-viewable and Agent-editable, agents can view and update values for these variables in the Agent Desktop during customer interaction.

Additionally, you can mark Global variables as reportable, whereby values are available in the Analyzer for custom reporting.

You can create Custom Flow variables in Webex Connect and mark those variables as Agent-viewable and Agent-editable.

For more information on how to set global and custom flow variables in Webex Connect, see Set Variable in Webex Connect.

Note	Variables set in the main flow are also available in the shared flows (Routed, Modified, and Close) in embedded JSON format.