Customer Records Management
Overview
The Table functionality, found under System Configuration, is the Administrator persona for defining the structure and usage of customer-related data (metadata) across the platform. It ensures that customer attributes are consistently defined, managed, and consumed by campaigns, agents, and reporting modules.
The configuration is organized into the following key tabs: Table Definition, Agent Table Definition, Mapping, Filter, and Filter Groups.
Navigation
The Table configuration features are managed by the Administrator (or Voice-Admin) at the system level.
- Administrator Console/Voice-Admin Console > System Configuration > Table.
Table Definition
The Table Definition sets up the core schema for storing customer information, defining the structure of the data table.
Parameter | Description | Constraints & Options |
|---|---|---|
Table Definition Name | A unique name for the data structure. | Only the underscore character (_) is allowed. |
Name (Column) | The field name within the data table. | Only the underscore character (_) is allowed. |
Type (Column) | The data format expected for the column. | Varchar, Integer, Numeric, Boolean, Date, Time, Timestamp. |
Non-Unmaskable | Marks the field for number masking at the UI, Customer Manager API, and database backend. | Cannot be set as a Primary Key or Unique Key. |
Unmaskable | The values of this field will not be masked. | - |
Nullable | Allows the field to be left blank (data entry is optional). | - |
Unique Key | Ensures all values in the column are unique. | - |
Primary Key | Designates the column as the primary identifier. | - |
Note: Existing column names, types, or properties cannot be modified or deleted once created.
Agent Table Definition
The Agent Table Definition acts as a template to customize how customer information is displayed and managed by agents in their respective consoles.
- Purpose: Allows the Administrator to assign a subset of fields from the master Table Definition to specific agents or campaigns.
- Visibility Control: Agents will only be able to see, access, or modify customer information for the fields explicitly assigned to them in this definition.
- Permissions: For each assigned column, the Administrator sets permissions:
- Read Only: Agents can only view the data.
- Read & Write: Agents can view and modify the data.
- Campaign Usage: The Agent Table Definition of the Interaction Campaign is used on top of other definitions if the agent is staffed to multiple campaigns, including an Interaction Campaign.
Mapping
Table Mapping is a configuration that links the defined data fields to internal system attributes, determining their function in a specific campaign type (e.g., if a field is searchable or acts as a phone number).
Mapping Sequence | Purpose | Licensable Limit |
|---|---|---|
Phone | Used for mandatory columns, typically for phone numbers. | Up to 50 fields. |
Searchable | Makes the column searchable within the system (e.g., in the telephony panel). | Up to 10 fields. |
Filterable | Allows the field to be used as an attribute for filtering in reporting and lead management. | Up to 10 fields. |
Filter and Filter Groups
The Filter and Filter Group functionalities are crucial components of Lead Management, offering sophisticated control over which customer records (leads) are presented to agents in outbound calling campaigns. Both features cannot be used simultaneously; in Lead Management, you can use only one tab: "Manage Filters" or "Manage Filter Groups".
Filter (Individual Rule-Set)
Filters are individual, condition-based rules used to screen customer leads based on specific criteria.
Aspect | Description |
|---|---|
Purpose | To screen customers in Outbound Voice, Parallel Predictive, and Voice Blast Campaigns, ensuring only specific records are presented for dialing or analysis. |
Configuration | Filters are built using Attributes (e.g., ATTEMPTS, DISPOSITION, LAST_DIALED_TIME, LAST_USER_ID) and SQL Criteria (operators like =, >, <). |
Use Cases | Managing Attempts: Exclude leads dialed more than five times. Excluding Failures: Exclude leads with dispositions like 'Wrong Number'. Time-Based: Only dial leads last attempted before yesterday. |
Benefits | Enhanced Lead Quality by filtering ineffective leads. Operational Efficiency by minimizing wasted dialing attempts. |
Filter Groups (Tiered Priority Dialing - Licensable)
Filter Groups allow multiple individual Filters to be aggregated and prioritized, enabling sophisticated, tiered lead selection for next-level prioritization of dialing leads.
Aspect | Description |
|---|---|
Licensable Feature | Filter Grouping is a licensable feature used to achieve priority dialing. |
Hierarchy | Single or Multiple Filter Groups can be created at both System-level (by the Administrator) and Campaign-level (by the Supervisor). System-level groups can be assigned to Outbound, Parallel Predictive Dialing, and Voice Blast Campaigns. |
Usage | If Filter Group is activated in the campaign's "Customers" Tab, the Supervisor can only access the "Manage Filter Groups" tab under Manage > Lead Management. |
Use Cases | Priority Dialing: Create Tier 1 for "Hot Leads" (dial first) and Tier 2 for "Warm Leads" (dial after Tier 1 is depleted). Segmentation: Group filters based on demographics or geographical region for targeted dialing. |
Benefits | Superior Prioritization by processing leads in an ordered, tiered manner. Centralized Management with groups created at the system level and assigned across multiple campaigns. |
Usage Across the Product
The data schema and filtering defined in the "Table" configuration impact the platform across multiple user roles:
- Agent Interface / Customer Information View:
- The Agent Table Definition dictates which fields are visible and whether an agent has Read Only or Read & Write permissions for the customer data displayed during a call or chat.
- Outbound Dialing Campaigns (Lead Management):
- Table Filters and Filter Groups are the primary mechanisms for selecting and prioritizing leads in outbound campaigns.
- Fields defined as Searchable and Filterable in Table Mapping are used within the Lead Management functionality to segment customer lists for operations like lead churning.
- Real-Time Monitoring (Supervisor/Analyst):
- In the Agent List view of Live Monitoring, the column Table Filters can display the table filter name that was applied to the leads.
- Reporting (Supervisor/Analyst):
- Performance reports such as ACD Abandon Call Detail and Call Details Report include columns that track lead segmentation: Table Filters, Applied filter group, and Other Filter Groups. This allows for the analysis of call data based on the specific lead rules that were in effect.