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Column | Description | Appears by default? | Sortable? |
|---|---|---|---|
Interaction plan | The name of the interaction plan. | Yes | Yes |
Description | A description of the interaction plan. | No | No |
Reporting group | A text string used to differentiate interaction plans. | Yes | Yes |
Tags | Tags that have been added to the interaction plan, used for filtering interaction plans on the Interaction plans tab. | Yes | No |
Allow DTMF transfer | Whether transferring an interaction using DTMF is enabled for the interaction plan. | No | Yes |
Display in agent interface | Whether the interaction plan's name appears within appears within the Make Call or Consult dialog box in ContactPad or other agent interface. This allows an agent to make a call, or consult with or transfer a call to the interaction plan. | Yes | Yes |
| Status | Indicates whether or not a destination has been mapped to this interaction plan. Status is either Mapped or Unmapped. | Yes | Yes |
Data source | Key-value pairs that have been set for this interaction plan. For information about data sources, see Interaction Plans Manager. | No | No |
Last modified by | The username of the user who last modified this for the interaction plan. | Yes | No |
Date modified | The date or time that the interaction plan was last modified. | Yes | No |
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Field | Description | ||||||
|---|---|---|---|---|---|---|---|
Interaction plan name | The name of the interaction plan. | ||||||
Description | A description of the interaction plan. | ||||||
Reporting group | A text string used to differentiate interaction plans. Useful for grouping similar types of interaction plans and their associated interactions for reporting purposes in Dashboards for example. Reporting group was previously known as Service name. | ||||||
Tags | Tags used for filtering interaction plans on the Interaction plans tab. Tags do not appear outside of Interaction Plans Manager. | ||||||
Allow DTMF transfer | Determines whether an agent can use their telephone keypad to transfer interactions that use this interaction plan to a third party. | ||||||
Display in agent interface | Determines whether the interaction plan's name appears within appears within ContactPad's address book or other agent interface. The agent can click the name to make a call, or consult with or transfer a call to the interaction plan.
Select the Display in agent interface check check box to make the interaction plan appear in ContactPad's address book or other agent interface. Clear to disable. | ||||||
Show in Salesforce Omni-Channel flows | Determines whether the interaction plan's name appears within the list of VCC interaction plans in a Salesforce's queue mapping. Show in Salesforce Omni-Channel flows only appears if you are using Service Cloud Voice with VCC and if enabled for your account. For information, see Configuring Vonage Contact Center to use Salesforce Omni-Channel flows. | ||||||
Data source | Key-value pairs that are set on interactions that use the interaction plan. For more information about data sources, see Interaction Plans Manager. | ||||||
Key | The name of the data source. | ||||||
Value | The value of the data source. | ||||||
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