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Data sources are placeholders for values associated with interactions. NewVoiceMedia Vonage Contact Center can use the values in data sources for routing interactions. If the Data Source Mappings feature is available for your account, you can also view values in data sources while the interaction is in progress and when the interaction has ended.
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When interactions arrive in NewVoiceMedia, NewVoiceMedia Vonage Contact Center, Vonage Contact Center routes the interactions through interaction plans. As the interactions are routed through the interaction plans, any Data Connector or Set Data Source applets in the plans set the values of data sources associated with those interactions. The interactions may be routed through multiple Data Connector or Set Data Source applets that get data from multiple locations—for example, external web services or Salesforce—and store the data in multiple data sources. By the time the interactions are routed to queues, they may have numerous data sources associated with them. Those data sources may contain comparable information but may have different names according to which interaction plan and applets the interactions have been routed through.
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Currently, you can view mapped data source data using the Insights Stats API—and subsequently anywhere that you have configured to use the Insights Stats API—and in the Dashboards area of NewVoiceMedia platformVCC Admin Portal.
Insights Stats API
Mapped data source data is available as a property of the DataSourceValueAcquired event in the Interactions resource in the Insights Stats API. For information about the Insights Stats API, see Insights Stats API documentation. You can present the data you retrieve from the Insights Stats API however you decide.
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