RTIG Variables
(Available from version 7.5 onwards.)
The RTIG library allows you to integrate NICE's Real-Time Interaction Guidance (RTIG) capabilities within an attended automation solution.
NICE's RTIG solution analyzes each service call in real-time and provides feedback to the agent during the call to help them improve the customer's experience. Integrating the RTIG capabilities into an attended automation solution allows you to provide the agent not only with the generic experience-enhancing advice provided by RTIG, but also with actionable information and automated workflows specific to the current caller.
For example, the RTIG solution on its own can detect that the caller is in financial distress and can alert the agent to that fact. An attended automation solution that integrates RTIG capabilities can additionally present the agent with a list of less expensive offers tailored to the caller, and the ability to launch an automated workflow to replace the customer's current plan with the offer they select.
Additional examples are provided in the table below.
Show table
|
Category |
RTIG Capability |
Attended Automation Solution with RTIG Integration |
|---|---|---|
| Knowledge Base Search | Identifies keywords during a call. | Searches the knowledge base for the keywords and presents the agent with knowledge articles that might assist with the call. |
| Complaint Management | Identifies a complaint during a call. | Files the complaint in the organization's systems automatically, reducing the call duration and reducing administrative load on the agent. |
| Compliance | Identifies that customer identification was not performed. | Provides the agent with step-by-step process guidance for customer identification. |
| Sales Support | Identifies that the customer is interested in a particular offer. | Provides the agent with all relevant details about the specific offer, as well as step-by-step process guidance for completing and recording the sale. |
Note: Depending on the use cases planned, a selection of NICE Enlighten AI licenses may be required, for example, for Agent Behaviors for CSAT, Complaint Management, etc.
Setting up RTIG Integration
For instructions on how to set up and configure RTIG integration, see RTIG Setup.
About this Integration
The events that are generated by the Real-Time Grid trigger the events listed under the RTIG built-in service. The functions listed under that service allow you to start and stop listening for those events.
The events themselves return parameters that store the data received from the Real-Time Grid. Those parameters are of the complex types described below. You can create your own variables of those types to store the data return in the event parameters.
Main Types
RTIG Call Ended Info
Stores information about a call that has just ended.
| Property | Type | Description |
|---|---|---|
| Agent Id | Text | The unique ID of the agent on the call. |
|
Call Id |
Text |
The unique ID of the call. |
| Call Rec Ended Info | Call Rec Ended Info |
Information about the termination of the call recording. |
| Call Start Time | DateTime | The time at which the call started. |
| Call State | Text |
The state of the call, either:
|
| Call Type | Text |
The type of call, either:
|
| Called Party Number | Text |
The number of the party that received the call. If the Call Type is:
|
| Calling Party Number | Text |
The number of the party that started the call. If the Call Type is:
|
RTIG Call Started Info
Stores information about a call that has just started.
| Property | Type | Description |
|---|---|---|
| Agent Id | Text | The unique ID of the agent on the call. |
|
Call Id |
Text |
The unique ID of the call. |
| Call Rec Started Info | Call Rec Started Info |
Information about the initiation of the call recording. |
| Call Start Time | DateTime | The time at which the call started. |
| Call State | Text |
The state of the call, either:
|
| Call Type | Text |
The type of call, either:
|
| Called Party Number | Text |
The number of the party that received the call. If the Call Type is:
|
| Calling Party Number | Text |
The number of the party that started the call. If the Call Type is:
|
RTIG Notification Info
Stores information about a non-telephony event detected during a call.
| Property | Type | Description |
|---|---|---|
| Agent Id | Text |
The unique ID of the agent on the call. |
| Call Id | Text |
The unique ID of the call. |
|
Call Metadata |
Information about the call for which the notification was generated, as at the time at which the event occurred. |
|
| Enlighten Results | List of Enlighten Result |
Information about how one or more Enlighten models have changed the evaluation of the call. |
| Notification Payload | Notification Payload |
Information about the alert received, for both primary and secondary alerts. |
| Notification Type | Text |
The type of notification received, either:
When the conditions of a rule are met, the Real-Time Grid will either generate a single event notification (discrete) or multiple event notifications over time (continuous), depending on the nature of the rule. When only a single notification is generated, the notification is classified as Primary. When multiple notifications are generated, the first notification in the series is classified as Primary. Subsequent notifications are classified as Secondary. |
RTIG Update Info
Stores information about a change in the status of a call.
| Property | Type | Description |
|---|---|---|
| Enlighten Results | List of Enlighten Result |
Information about how one or more Enlighten models have changed the evaluation of the call. |
| RTIG Call Id | Text |
The unique ID of the call. |
Sub-Types
Some of the RTIG types include properties that of complex types themselves. It is not possible to create instances of those sub-types. These sub-types and their properties are described below.
Call Metadata
Stores information about the call for which a notification was generated, as at the time at which the event occurred.
| Property | Type | Description |
|---|---|---|
| Agent ACD Login ID | Text | The assigned ACD ID of the agent on the call. |
| Agent ID | Text | The unique ID of the agent on the call. |
| Agent Phone Extension | Text | The extension of the agent on the call. |
| Call Start Time | Text | The time at which the call started. |
| Call State | Text |
The state of the call, either:
|
| Call Type | Text |
The type of call, either:
|
| Called Party Name | Text | The name of the party that received the call. |
| Called Party Number | Text |
The number of the party that received the call. If the Call Type is:
|
| Calling Party Name | Text | The name of the party that started the call. |
| Calling Party Number | Text |
The number of the party that started the call. If the Call Type is:
|
| Employee Name | Text | The agent's full name. |
| Skill Group Name | Text | The name of the ACD queue that the agent belongs to or is taking the call from. |
Call Rec Ended Info
Stores information about the termination of a call recording.
| Property | Type | Description |
|---|---|---|
| Interaction | Interaction |
Information about the recorded interaction. |
| Monitor Time | DateTime |
The date and time at which the call recording ended. |
Call Rec Started Info
Stores information about the start of a call recording.
| Property | Type | Description |
|---|---|---|
| Current Recording Status | Number | The status of the recording. |
| Event Id | Number | The ID of the event. |
| Event Time | DateTime | The time of the event. |
| Event Type | Number | The type of the event. |
| Interaction | Interaction |
Information about the recorded interaction. |
| Monitor Time | DateTime |
The date and time at which the call recording started. |
| Requests | List of Objects | List of requests. |
| Sent by Push Timestamp | DateTime | The timestamp when the event was sent. |
| Site Id | Number | The ID of the site from which the event was sent. |
| Subscription Ids | List of Numbers | The list of subscription IDs. |
Enlighten Result
Stores the score calculated for a call based on a particular Enlighten model.
| Property | Type | Description |
|---|---|---|
| Enlighten Model | Text | The name of the Enlighten model that assigned the score. |
| Enlighten Model GUID | Text | The GUID of the Enlighten model that assigned the score. |
| Score | Decimal | The score assigned to the call based on the Enlighten model. |
Interaction
Stores information about a recorded interaction.
| Property | Type | Description |
|---|---|---|
| External Participants | List of External Participants | Information about the call participants outside of the company. |
| Interaction Id | Text | The ID of the interaction. |
| Internal Participants | List of Internal Participants | Information about the call participants within the company. |
External Participant
Stores information about a single external participant on a recorded call.
| Property | Type | Description |
|---|---|---|
| Phone Number | Text | The phone number of the external participant. |
Internal Participant
Stores information about a single internal participant on a recorded call.
| Property | Type | Description |
|---|---|---|
| Phone Number | Text | The phone number of the internal participant. |
| Agent Id | Text | The unique ID of the agent participant. |
| Agent Name | Text | The name of the agent participant. |
Notification Payload
Stores information about the alert received, for both primary and secondary alerts.
| Property | Type | Description |
|---|---|---|
| Includes Enlightenment Model | Boolean | Indicates whether the event was triggered by a rule that involves sentiment detection. |
| Includes Phrase Expression | Boolean | Indicates whether the event was triggered by a rule that involves a phrase expression. |
| Notification of Omission | Boolean | Indicates whether the event was triggered by a rule based on the NotAny or NotAll operator. |
| Primary Alert Description | Text | A short description of the alert, if the alert is a primary alert. (max 1000 chars) |
| Primary Alert for Agent | Boolean | Indicates whether the alert should be presented to the agent, if the alert is a primary alert. |
| Primary Alert for Supervisor | Boolean | Indicates whether the alert should be presented to the supervisor, if the alert is a primary alert. |
| Primary Alert Name | Text | The name of the alert to present, if the alert is a primary alert. |
| Secondary Alert Description | Text | A short description of the alert, if the alert is a secondary alert. (max 1000 chars) |
| Secondary Alert for Agent | Boolean | Indicates whether the alert should be presented to the agent, if the alert is a secondary alert. |
| Secondary Alert for Supervisor | Boolean | Indicates whether the alert should be presented to the supervisor, if the alert is a secondary alert. |
| Secondary Alert Name | Text | The name of the alert to present, if the alert is a secondary alert. |
Troubleshooting
For troubleshooting information, see RTIG Troubleshooting.
