Load Data for Multi-Channel Interviews

For multi-channel interviews, pre-seeding of data works as follows:

• For Contact and Account interviews: Data related to the Contact can be loaded
• For Anonymous and Contact interviews: If the interview is started by a Contact, data related to that Contact can be loaded.
• For Anonymous and Account interviews: Data for the Account, and for any additional object specified, is available only for logged in agents
• For Anonymous and Contact and Account interviews: Data related to the Contact, and as selected below, is available only for logged in users

To load data for multi-channel interviews:

1. On the Data tab in Policy Modeling, click the Mapping settings button.
2. In the Mapping Settings dialog, in the Who is this interview for? section, select two or more of the options (Anonymous users, Customer Portal users (Contact) and Contact center agents (Account)).
3. In the At start of interview section, specify the required options. Fore more information, see Load Data for Customer Portal Users and Load Data for Contact Center Agents.