Configuring metadata for contact center integrations

Setting the contact center metadata to specific user groups

To set the contact center metadata to a specific user group please follow the instructions below:

Step 1 Select 'Administration/Metadata Templates'

Step 2 Select the desired metadata template

Step 3 At the Group Association add the desired groups to the right column and the selected group member will be able to use the metadata fields.

Step 4 Hit the 'Save' button

Adding of contact center metadata fields to the call layouts

Add fields to the default call list layout

To add these fields to the default search layout follow the instructions bellow:

Step 1 Select 'Administration/Default Call List Layout'

Step 2 Select the fields what you want to add to the default layout by checking the check boxes

Step 3 Adding them to the right column 

Step 4 Hit the 'Save' button

Add fields to user's search layout

If the metadata template is added to the user's group the user is able to use the metadata fields as a search filter.

To add these fields to the user's search layout follow the instructions bellow:

Step 1 Go to 'Search' page

Step 2 On the top right corner of search result you can find a gear icon click on it

Step 3 Add the 3 fields by selecting them and adding to the right column

Step 4 Hit the 'Save' button

Use metadata fields for search filtering

These fields can be used as a search filter parameter in the 'Search' page of Verba

Setting the search filter follow the next steps:

Step 1 On the Search page you can find the search criteria panel

Step 2 Open the 'Metadata Fields' drop down on the panel

Step 3 Hit the '+' button

Step 4 You can select from the metadata fields which are provided by the metadata template