Extra Items

From the main menu bar, hover over Routing and then click Extra Items. This is used to manage extra item variables saved in each Connect session. Saved extra items are visible to agents when they answer a session.

Purpose

An extra item is a variable name with a value assigned to it. Extra items can be used or modified within call flows.

For example, if CustomerID is defined as an extra item, a caller can input his or her ID number via a Prompt node. Clarity Connect will save that extra item and check it later in the call flow with a CheckExtraItem node, enabling routing decisions to be made based off of that Customer ID number. The CheckExtraItem node does this by iterating through a list of matching rules and choosing the node identified by the first rule that successfully matches the value of the variable. If no rule matches the value, the default node is selected. Each rule consists of an operator (equal to, not equal to, greater than or equal to, less than or equal to, contains, does not contain) and a value to match.

Users can create extra items within call flows or here on the Extra Items page. Items created here are available throughout the system while items created within call flows are exclusive to that call flow.

Actions

Miscellaneous

Search existing extra items using the Search field.

Create New Extra Item

Click Create to create a new extra item (Figure 1). Populate the following fields

Extra Item Name

Enter the extra item's name.

Searchable

Select this check box to make the extra item searchable on the Session Search page.

Click Save to save the extra item.

Figure 1 Extra Items page

Figure 2 Create an Extra Item page

Edit Existing Extra Item

From the Extra Items page, click the Edit icon to modify an existing extra item.

Extra Item Name

Enter the extra item's name.

Searchable

Select this check box to make the extra item searchable on the Session Search page.

Click Save to finalize any modifications to the extra item.