Create Custom Flow Variables

To create a Custom Flow Variable:

Procedure

Step 1

From the Management Portal navigation bar, choose Routing Strategy > Flows.

Step 2

Click the ellipsis icon beside the flow and click Open.

The Flow Designer window appears.
Step 3

From the Configuration panel, open the Variable Definition section.

Step 4

Click Add Flow Variable.

Step 5

Enter the Name and Description of the variable.

Step 6

Choose a Variable Type from the drop-down list.

Note

You cannot change the Variable Type after you create the variable.

The supported variable types are:

Variable Type

Variable Value

Boolean

Choose True or False.

String

Enter the string value. If you want to use a variable in an expression, use the syntax: {{variable}}

Integer

Enter the integer value.

Decimal

Enter the decimal value.

Date Time

Enter the date and time in one of the supported formats:

yyyy-MM-ddTHH:mm:ss.SSSZ

yyyy-MM-ddTHH:mm:ssZ

yyyy-MM-ddTHH:mmZ

{{now()}}

JSON

Enter a valid JSON variable value using the format: {"Key":"Value"}. For example, {"CompanyName":"Cisco"}.

JSON variable can hold simple or nested data. The maximum size limit for the JSON variable value can be up to 16 KB. You can create a maximum of five JSON variables in a flow.

For more information on how to configure JSON variable, see JSON Variables.
Note

  • When you select JSON as the variable type from the list, the Mark Agent Viewable toggle button will not be visible.

  • JSON variables are not allowed in flow chaining.
Step 7

Specify the Default Value of the variable as per the chosen variable type.

Step 8

(Optional) If you enable the Contains Sensitive Information toggle button, the system marks the variable as a secure variable. During flow execution, the system doesn't log or store any information that is passed through this variable.

Step 9

(Optional) If you enable the Mark Agent Viewable toggle button, the variable a on the Desktop along with the value captured as part of the flow.

When you enable the Mark Agent Viewable toggle button, the following fields appear:

  • Desktop Label: Specify the label that is associated with this variable when it appears on the Desktop. Enter a clear label other than the variable name itself, so that the agent can understand the data that is passed to them.

  • Agent Editable: Check this check box if you want the agent to be able to edit the value of the variable as part of the interaction session. When the agent updates the variable, the system passes back those changes to the Flow Designer. The agent can edit the flow variable and click the Save button from the Desktop. If the call gets disconnected before the agent saves the changes, the variable update does not take place.

Step 10

Click Save.

When you save a Custom Flow Variable, the variable is saved as a tag in the Global Properties Panel on the Desktop. If you marked the variable as Agent Viewable, the tag displays a headset icon for easy identification.

Example: Order of Flow Variables Displayed on the Desktop

When you create variables that are marked as Agent Viewable, the desktop displays these variables in a particular order.

For example, if you create the following flow variables: CustomerType, SubscribedCustomer, CustomerCount, CallRatio, dob, Datetest.

The Desktop receives these variables from Flow Designer in the following order: CallRatio, CustomerCount, CustomerType, SubscribedCustomer, ANI, DN, dob, ronaTimeout, Datetest.

The Desktop displays the variables in the following order, from left to right, on the user interface:

  1. The Customer variables Phone Number, DN, Queue, RONA Time

  2. The flow variables are sorted in alphabetical order with variables beginning with uppercase first, followed by variables with lowercase: CallRatio, CustomerCount, CustomerType, Datetest, SubscribedCustomer, dob.