Attribute external name syntax

An attribute is a value that falls within the maximum length set by the string size in the Custom Data field—in such cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. you can enter this value in the External Name field. (Note that this may be a single field value, or several field values concatenated into a single attribute as described in Concatenate field values into an attribute.)

A number of options allow you to handle instances where the External Name represents more than a single value from which you want to extract just one for use as an attribute, or in which the length of the value must be shortened.

You can only use ASCII values in External Names. This means that you cannot use the following characters:

[ ] { } < > “ & ! ? |

The following special characters are allowed if you prefix each with an escape character (\):

* ?

For example, to use an escape character with an asterisk, use syntax such as:

event.my_list{delimiter:\*}{index Repository of transcribed interactions, which are used for analysis in Speech Analytics.:2}{indexbase:0}

Example:

Consider a situation in which the external attribute consists of a list of values, from which you want to select the third item for use as an attribute in Recording. By entering the following in the External Name field for the appropriate attribute in Recorder Manager,

event.my_list{delimiter:_}{index:2}{indexbase:0}

you are asking that the third item be extracted from a list delimited by the underscore symbol, attached to the event “my_list”. The indexbase is used to indicate whether the first item in the list is considered item 0 or 1, so in a list that starts at “0”, “2” refers to the third item. Each option must be enclosed in braces ( { } ) and be followed by a colon ( : ), which separates the option from its value.

Option	Description
delimiter	A character, or list of characters, may be used as a delimiter to separate values in a list (excluding [ ] { } < > “ & ! ? \|). When specifying the delimiter in the context of the External Attribute field, use the following format: {delimiter:} Everything between the colon (:) and the end brace will be considered the delimiter. Example: {delimiter:;} In this example, a semi-colon (;) separates the values in the list, representing a list such as: 123;456;789
keydelimiter	This option allows you to specify the delimiter used to separate a list of key-value pairs. As above, this may be any character, or list of characters (excluding [ ] { } < > “ & ! ? \|). {keydelimiter:} Example: {keydelimiter::} In this example, a colon (:) separates the key and value in a key-value pair. For example, if the key is “custid” and the value is “4215”, the pair would be represented as follows: custid:4215
Notes:	The delimiter and key delimiter are case-sensitive. If specifying both, the order in which they appear does not matter.
index	The index allows you to indicate which value in a sequence you want to use. See indexbase, below.
indexbase	Use the indexbase to indicate whether the first item in the list is considered item 0 or 1, so in a list that starts at “0”, “2” refers to the third item. If you don’t specify an indexbase, an indexbase of 1 is assumed. Example: {index:5} — selects the 5th item {index:3}{indexbase:0} — selects the 4th item
key	Use the key option to select a key element from a key-value pair. If the specified key is not present, no value will be extracted. Example: {key:custid} If the key “custid” is present, the associated value will be extracted.
keyvalueorder	Use the keyvalueorder option to specify whether the order of a key-value pair is key first or value first. Specify K for key first, or V for value first. The default is “key first”. Example: For a key-value pair “flavor:vanilla”, {keyvalueorder:K} would consider “flavor” the key and vanilla the value. {keyvalueorder:V} would consider “vanilla” the key and flavor the value.
Note:	Keys are case-sensitive. When dealing with a list of values, you must specify a key or an index, but not both. In this instance, the key will be used first. If the key does not exist, the specified index will be used to extract a value.
Substring selection Substring selection options allow you to further refine the attribute extracted by means of the options described above. You may use the substring options in combination.
length	Allows you to specify a maximum length for the extracted value. Enter any positive integer, or 0 (zero). 0 is the default. Example: A length option set as follows, {length:4} with no additional substring options, would turn “1234567890” into “1234”.
offset	Use this option to begin extraction of the value at a certain digit. The default is no offset. Example: The following offset, {offset:2} with no additional substring options, would turn “1234567890” into “34567890”.
justify	Use this option to begin extraction from the left or right side of the attribute. Values are L (for left) and R (for right). The default is left. Example: Starting from the left, extract first 5 characters {justify:L}{length:5} would turn "1234567890" into "12345" Example: Starting from the right, skip first 2 characters and extract next 4 characters {justify:R}{length:4}{offset:2} would turn "1234567890" into "5678" Example: Starting on the right, extract first 2 characters {justify:R}{length:2} would turn "1234567890" into "90" Example: Starting on the right, skip first 2 characters and extract remaining characters {justify:R}{offset:2} would turn "1234567890" into "12345678" For right justification, the offset determines the number of characters from the right to be the last character; the length determines the number of characters toward the left to include.

Consider the following scenarios. Each example represents the string you would enter in the External Name field in Recorder Manager for that situation.

Scenario	Solution
External attribute is a list of values	Specify the delimiter used to separate the values, and which value from among those in the list to map to the internal attribute. Example: event.userlist{delimiter:,}{index:3} This example would extract the third item from a list of values separated by commas. In: red,green,blue,yellow the resulting value will be blue.
External attribute is a list of key-value pairs	Specify the delimiter used to separate the key-value pairs and the specific key associated with the data you want to use as an attribute. Example: event.test{delimiter:;} {keydelimiter:=}{key:custid} This example would look for a match to the “custid” key in the following: custname=Sheena;custid=7719 and extract “7719” as the attribute.
The desired external attribute starts at the fifth character from the end of a string, and must not exceed a length of 100 characters.	Use the justify, length, and offset substring selection options. Example: event.someevent{justify:r}{length:100}{offset:4}

Scenario

Solution

External attribute is a list of values

Specify the delimiter used to separate the values, and which value from among those in the list to map to the internal attribute.

Example:

event.userlist{delimiter:,}{index:3}

This example would extract the third item from a list of values separated by commas. In:

red,green,blue,yellow

the resulting value will be blue.

External attribute is a list of key-value pairs

Specify the delimiter used to separate the key-value pairs and the specific key associated with the data you want to use as an attribute.

Example:

event.test{delimiter:;} {keydelimiter:=}{key:custid}

This example would look for a match to the “custid” key in the following:

custname=Sheena;custid=7719

and extract “7719” as the attribute.

The desired external attribute starts at the fifth character from the end of a string, and must not exceed a length of 100 characters.

Use the justify, length, and offset substring selection options.

Example:

event.someevent{justify:r}{length:100}{offset:4}