Using Extra Data

Terminology

Several terms are used to refer to the data added to a conversation: CAD, contact/call attached data, attached data, and extra data. Communication Panel uses attached data. In System Configurator, the settings to configure attached data in the channel settings use extra data, whereas IVR, reporting, and Visitor Intermediate Client API use call attached data and CAD. Sinch Conversation API uses metadata.

Format

The form of data is a key-value pair, and the key must be a valid xml element name. For correct format, see the table below.


Restrictions	Example of incorrect format	Example of correct format
No spaces	customer Id:"1234567"	customerId:"1234567"
No number or punctuation mark at the beginning	2ndcustomerId:"1234567"	secondcustomerId:"1234567"

Extra Data Settings

Use the setting Extra Data Included in Statistics to define which data is saved and shown in the History view of Communication Panel and in reports. You can also use the Restful Contact Management Interface (CMI) to read the saved extra data.

Table 1. Extra Data Settings
Channel Type	Field	Function
E-mail	Extra Data Included When E-Mail Allocated	Enter a comma-separated list of field names that are sent to the user interface when a conversation is allocated to an agent. The field names can be, for example, Language, Skills, or any custom key-value pair to define host application specific data added in RESTful Task Management Interface. To show the body data of a CP (XRI) task in the same way as an email body, define field name XRI-body. Both plain text and HTML are supported in the CP task body. Note: Although this setting is also available for queues, we recommend using the setting for the channel.
Voice	Extra Data Included When Allocating Calls	Enter a comma-separated list of field names that are sent to the user interface when a call is allocated to an agent. The field names can be, for example, CallerID, IVRInfo, Skills, Language, Class, CallGUID, or ExternalData. The data may contain information collected by an IVR application and items like call GUID, skills, language, and so on. This data can be used in Communication Panel extension area.
Voice	Extra Data Included in Outbound Calls	Enter a comma-separated list of field names that are sent with outbound calls, transferred calls, and consultation calls. The following fields are always automatically sent with consultation calls: FirstANumber, FirstBNumber, FirstAName, FirstBName, CALL_ID, CallGUID, or CallReason. The default value is "" (only the default fields are sent). Note: To pass this information to external number, define the settings in Call Switching > Trunks > Call Attached Data (CAD).
Voice	Extra Data Included When Connecting Calls	Enter a comma-separated list of field names that are sent to the user interface when a call is connected. The field names can be, for example, CallerID, IVRInfo, Skills, Language, Class, CallGUID, or ExternalData. The data may contain information collected by an IVR application and items like call GUID, skills, language, and so on. This data can be used in Communication Panel extension area.
Voice	Extra Data Included When Supervising Calls	This setting does not apply to Sinch Contact Pro cloud.
Voice	Extra Data Included When Completing Consultation Calls	Enter a comma-separated list of field names that are sent to the user interface when a consultation call is completed. The field names can be, for example, CallerID, IVRInfo, Skills, Language, Class, CallGUID, or ExternalData. The data may contain information collected by an IVR application and items like call GUID, skills, language, and so on. This data can be used in Communication Panel extension area.
Voice, chat, and email	Extra Data Included in Statistics	Enter a comma-separated list of field names you want to store in the database and to be visible in the History view of Communication Panel and in reports. Note the following about this setting: It is not recommended to store data that would include sensitive data. If this setting is empty, nothing is saved. For chats: Using the asterisk (*) saves all extra data. Extra data must be included before the chat conversation is answered by an agent. Name and email are removed from the attached data. Extra data is not stored if the chat is not allocated to an agent; it is considered as an abandoned conversation. Users need Statistic Details rights to view extra data in Communication Panel. Note: For emails, this setting is also available for queues but we recommend using the setting for the channel.

Examples

For examples per channel, see Best practices and functional resilience.

AI analysis

To display the results of an AI analysis in its own section in attached data, add field name AI-analysis in your attached data configuration.

CP (XRI) tasks

To show body data from a CP task in the same way as an email body, define field name XRI-body in CAD configuration (System Management > Channels > E-Mail Channel > Extra Data Setting > Extra Data Included When Email Allocated). Both plain text and HTML are supported in the XRI body.

Deleting

To anonymize conversations with attached data, use the Data Protection Officer (DPO) user interface. To do this, you need Data Protection Officer (DPO) rights. For more information, see Deletion of Personal Data in Security Guide .