How You Customize Customer Context for Engagement Routing
Context attributes are pieces of data that you gather in your Oracle Live Experience-enabled app.
You define context attributes using the Live Experience Admin Console, and you initialize them in your Live Experience-enabled apps. You can then use those attributes in your engagement scenario rules to determine exactly how you want to handle any customer engagement as well as in routing rules to get your engagements to the right users on the right teams.
Live Experience provides a comprehensive variety of default context attributes and also gives you complete flexibility to create custom ones from the Live Experience Admin Console. In many cases, the default Live Experience context attributes provide everything you need to successfully control your engagements. When you need further flexibility, however, you can create your own custom context attributes in just about any form you can imagine.
For example, you might want to create a custom context attribute that defines whether an employee is a current employee or a former employee. From within your Live Experience-enabled app, you gather that information from your employee database and initialize the context variable value as required. You then create engagement scenario rules or routing rules using that custom context attribute to configure the correct combination of digital engagement channels and the teams to which engagements flagged with the value are assigned.
You can create context variables that take phone numbers, email addresses, URLs, Boolean expressions (true or false values), and more. You can easily define any context attributes you like using the Live Experience Admin Console, and you can choose whether those context variables are displayed in the Live Experience Associate Desktop.
Custom context attributes and certain default context attributes are not automatically populated by Live Experience. You have to gather the context attribute data you're interested in when you create your Live Experience-enabled app.