The main function of the Mapping tool is to act as a data filter. If you choose not to use it, the system will save all the data recorded in the script to our database, where it becomes immediately available for reporting and future use. If you do choose to use the Mapping tool, you get to decide which data gets saved and which data is unimportant and can be discarded.
Say you created a table in your script that contains all the states and cities in the United States, and you configured that data to display in a dropdown select menu for your agents. Now, that state and city data is necessary to have within the script so agents can use it to make a selection, but you’re not going to need that list of states and cities again after the agent makes a selection — and it’s a lot of data that takes up a good bit of space.
In this case, you can just use the Mapping tool to show you all the data that has been collected in the script, and you can choose what data to save and how you want to save it (that is, how it will show up in your reports).
In the example above, you can simply choose not to save the list of states and cities — the customer’s state and city have already been selected and saved by the system, so all you’ll be getting rid of here is the master list of state and cities itself, not the customer choices.