1. Administering Live Experience
  2. Create a Custom Context Attribute

Create a Custom Context Attribute

Create new context attributes.

  1. From the Admin Console navigation menu, select Settings and then select the Context Attributes tab.
  2. Click Add New Attribute.
  3. Configure the following information for your new context attribute:
    • Key (required): The key that you'll reference when initializing the context variable in your integration code.
    • Label (required): The label displayed for the context variable content in the Associate Desktop.

    • Type: The data type for the context variable. You can choose from Boolean, Date, Email Address, Location on Page, Number, Phone Number, String, and URL.

    • Default Value: Set a default value if relevant.
    • Visible to Associates: Toggle if you'd like the context variable to be displayed to associates in the Associate Desktop.
    • Hide If Not Present: Toggle if you'd prefer that an empty context variable not be displayed to associates in the Associate Desktop.
    Tip: Regarding the Visible to Associates and Hide If Not Present toggles, you generally only want to show context data to associates to help them get their job done most effectively. Extraneous information can make it harder for an associate to focus on relevant data. Likewise, having empty fields with undefined data will similarly take up extra space on the Associate Desktop console and can make customer engagements less efficient. However, you may choose to leave some empty fields visible to your associate if it's important that the associate knows that the customer's information is not in the database, for example.
  4. Click Save.

Results:

After you initialize the context variable during the mobile or web component integration, it will display in the Associate Desktop during an engagement.
For more information on initializing context variables, depending on your platform, see: