Use context attributes to help route calls and to display helpful information to
associates.
Use the Manage Context Attributes screen to configure context attributes.
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From the Admin Console navigation menu, click Settings
and then click the Context Attributes tab.
The list of context attributes displays by key, label, and type, and provides
the default value for each. The list also specifies whether the information
captured by the context attribute is visible to associates in the associate
desktop.
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To create a new context attribute, click Add New
Attribute.
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To make the information captured by a context attribute visible to associates
in the associate desktop, enable the Visible to
Associates toggle for that attribute.
If the context attribute fails to capture contextual information, you can
decide to hide the empty value from the associate in the associate desktop. To
hide empty values, enable the Hide If Not Present
toggle.
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To modify a context attribute, click the pencil icon for the attribute you want
to modify.
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To delete a context attribute, click X next to the
attribute you want to delete.