Goal: How to add service identifying parameters to Tasks and Conversation Context
Complexity: Low
Preconditions: LUCS installed, Services established

Related Chapters: 

Starting with LUCS 3.2, the system presents a new system parameter "ServiceId" that helps customers to identify a service related to a task.

Configuration

#WHEREUSER ACTIONRESULTS / SYSTEM REACTION
1Webconfigurator  > Service > Parameters

Configure a new parameter of any name.

The parameter’s value is presented in a format "xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx" and by default has the following settings:

  • Default value = "Unknown"
  • Sensitive = false
  • Set by system = true (cannot be changed by the user)

The parameter is defined and can be used in the following context: 


ServiceID parameter in CCTX

Preconditions

#WHEREUSER ACTIONRESULTS / SYSTEM REACTION
1Customer calls the ServiceAgent Acceps the call.
  • Conversation Context is opened
  • 'ServiceId' parameter shows the current service task ID
  • The same ID is reported in ICH log files 
    (lightbulb)  When "Sensitive = True" was checked for a Service Parameter it will not be logged

ServiceID parameter in AA External Toast

Preconditions

  • A ‘Service’ exists in the system and Available in S4B
  • External Toast with a parameter module is configured for the service
  • A "ServiceId" parameter is added to Conversation Context
  • Agent is logged in and available for ‘Service
  • Agent Assistant is running on Agent PC
#WHEREUSER ACTIONRESULTS / SYSTEM REACTION
1Customer calls the ServiceAgent Acceps the call.
  • Extended Toast (LUCIE) with Parameter Module is opened 
  • 'ServiceId' parameter shows the current service task ID
  • The same ID is reported in ICH log files 
    (lightbulb)  When "Sensitive = True" was checked for a Service Parameter it will not be logged





UCIDUC  LUCS Application 040