Purpose and Features
Privacy Protection: Temporary custom variables are designed to protect sensitive information collected from customers. With this feature, private information can be hidden on reporting screens.
Flexibility: This feature, which can be defined for each ICR individually, provides great flexibility for call centers that require different custom information for each chat process. Variables are easily added and managed by separating them with commas.
Benefits
Keeping Customer Information Secure: Customer information is stored securely, enhancing customer trust and reducing the risk of data breaches.
Reporting Sensitivity: Temporary custom variables ensure that sensitive information is not visible on reporting screens. This not only protects customer data but also makes reporting processes more reliable.
Instructions
To use this feature, follow the steps System Administrator > Chat > ICR List.
Click the button under the Temporary Custom Variables column to add the custom variables you want to enter, separated by commas, in this ICR flow from the customer and reported.
The two variables are defined as follows;
Quality Control>Chat>Chat Records>Custom Variables
Supervisor>Chat>Chat Records>Custom Variables
Reporting>Chat>Chat Details>Custom Variables
will not be displayed on the reporting screens. In other words, the variables defined in the field below will be hidden from the reporting screens.
We wish your operation benefits from this new release and look forward to hearing your feedback!