Engage Voice | Capturing and tagging data in a script

You can capture and tag lead, call/chat, and model (custom) data from any applicable location within your script. Remember — as we discussed in a previous article, lead-based tag data comes directly from uploaded lead list fields and/or API access to your CRM/CMS/etc. 
 
Call- and chat-based tag data is dynamically generated from information that becomes available while an agent is on a call or chat. And custom (model) tag data is automatically generated from data-capturing elements that have been added to any Page tool.

Tags as placeholders

Now, think of these tags as placeholders for information. Anywhere you insert a tag into your script, you’ve just told the system to direct ‘x’ (tagged) information to ‘y’ (tagged) location in your script (we’ll go over how to display those tags in your script next).  
 
This means you can set up your lead list fields (or make your API connection to the server or app containing your lead information), then add tags to your script that reference those fields. Now your lead-based tags are ready to be referenced and/or updated once your agent is on the line with a lead and interacting with the script. 
 
And if you’ve added call- or chat-based tags to your script, you’ll find that when a call or chat comes in or goes out, all the information you want to know about that call or chat is already being collected from the moment the system makes or registers that call or chat. 
 
Your custom tags become available the moment they’re generated by the system, and once you’ve referenced them in your script, they immediately begin capturing data the moment the agent begins checking boxes, taking notes, making dropdown menu selections, or interacting with the script in any other way. 
 
The tagging itself largely happens behind the scenes, and the data-capturing part happens when you insert tags into a script and let the system or the agent dynamically populate those fields with information gained while on the call or chat.
 
Please note that agents will only see tag-based data appear in the script while they are on an active call or chat. If they’re simply previewing a script and they are not on an active call or chat, they will see an empty space in the script where the tag data is meant to populate. 

The same holds true for the Render script setting in the admin interface; a rendered script is not connected to any active call or chat, so you won’t see anything but a blank space — that is, a tagged data placeholder — during the script creation process.

Lead-based tags in action

Let’s add a lead-based tag into a script now. For this example, let’s say you want your agent to ask for each lead by name the moment someone picks up the phone. To achieve this, you can set up a Text Block element that contains a greeting and use the {{add a tag}} button at upper right to inject a placeholder tag — in this case {{model.lead.firstName}}.
Inserting a tag into a script
Once the call has connected, the agent will see the lead’s first name appear in their script, exactly where that {{model.lead.firstName}} tag is now. 
Lead first name tag in script on live call

Call-based tags in action

Now let’s add a call-based tag into the same script. Say you want to confirm that the phone number the agent/system dialed is the best number at which to reach them. You can insert a tag with the dialed phone number {{model.call.ani}} into the script (in this case, via a Text Area element) so the agent can read it back to the lead and receive confirmation.
Caller ANI tag in script

Custom tags in action

Next, let’s take a look at a model tag in action. Start by creating a Multi-Select Dropdown element to record which products a lead has expressed interest in.
Options created in Multi-Select Dropdown configuration box
In this case, the tag is generated as soon as you finish configuring and saving that element. Once you’ve saved your script and attached it to the appropriate queue or campaign, agents will be able to see all the options you provided above while they’re on a call or chat, and they can then select the appropriate products that the lead expresses interest in.
 
In the example above, the agent will have the option to choose one or more items from the dropdown multi-select menu you’ve created. Those responses are also stored in the system for reporting and future use (we’ll get to that next).

Now let’s take a look at that generated tag. Open up that same element (or any other element that supports tagging) and choose any applicable field that has the {{add a tag}} button at far right. In the example below, we’ll use the Help Text setting that appears in the modal window since our data is in string format and the Data Source setting only allows for data in array format.
View of the Dropdown Multi-Select in tag format
You’ll notice that when you click over to the Model tab, a new tag appears with the Input Label name, the name of the element type, and the Field Name you provided earlier. This tag is a reference point for the element you created earlier and the data and configuration you applied to it. It is now available both for reporting purposes and for use anywhere else tags of this type (in this case, non-array data types) are accepted throughout the system.

In Displaying captured data from tags later in a script, we’ll talk about how you can use the data you capture later on in a script.
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