Variables populate subroutines and incoming workflows with data related to inbound interactions. Administrators can use variables to flag incoming interactions, store information for later use, collect customer data, perform database queries, and build simple or complex conditions to route interactions.
Multimedia Contact Center ships with System variables relevant to all media types and variables specific to media types. To view these variables and see a description of each, open YourSite Explorer and go to Multimedia > Variables.
Variables in Response workflows/subroutines are based on the agent’s reply, not the customer’s original interaction. For example, in Inbound and Inqueue workflows/subroutines the <<From>> variable populates with the customer’s sending address. The <<To>> variable populates with the queue’s address.