CTI tagging

CTI tagging allows you to take call data and turn it into actionable information within applications such as Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface..

Complete the following procedures in sequence in order to:

Identify CTI events and bring them into the system as custom data.
Link this custom data to attributes.
Map the attributes to the Integration Service adapter so that it may tag call recordings based on events.

Third-party fields may be case-sensitive, and at a minimum must match those in use character-for-character, so always use caution when working with these values.