In this page, you find the list of Standard Variables available in XCALLY Motion application.
You can see here how to set the variable syntax, based on section you need to configure.
Voice Channel
Inbound Call
Title | Variable | Description | ||
|---|---|---|---|---|
Unique ID | uniqueid | unique identifier associated with each call | ||
Caller Number | calleridnum | parameter indicating the caller's telephone number | ||
Caller Name | calleridname | parameter indicating the name associated with the caller's telephone number | ||
Queue | queue | this variable indicates the destination queue or group of agents that handled the call | ||
Hold Time | holdtime | indicates the time spent on hold during call handling | ||
Talk Time | talktime | indicates the total time spent in conversation | ||
Connected Time | agentconnectAt | indicates the moment when an agent connects to the incoming call and becomes active in handling it | ||
Called Time | agentcalledAt | indicates the moment when an agent was called to handle an incoming call | ||
DNID | destexten | used to identify the destination extension or department to which the call was routed | ||
Complete Time | agentcompleteAt | provides information on the time when the agent finished interaction with the caller and ended the call | ||
No Answer Time | agentringnoanswerAt | indicates the moment when an agent was called but did not answer within a certain time interval | ||
Recording URL
| recordingURL | indicates the URL or access path to the audio recording of the call |
Outbound Call
Title | Variable | Description |
|---|---|---|
Unique ID | uniqueid | unique identifier associated with each call |
Caller Number | calleridnum | used to specify the caller ID number: it allows the caller to check the number that appears on the recipient's caller ID display |
Caller Name | calleridname | used to specify the caller ID name: it allows the caller to customize the name associated with the caller ID number |
Called Number | destcalleridnum | used to specify the recipient's phone number or the number to which the call is being directed |
Called Name | destcalleridname | used to specify the recipient's name |
Start Time | starttime | used to indicate the start time or initiation time of the call. It represents the moment when the outbound call was first initiated or placed |
Answer Time | answertime | used to indicate the time when the call was answered. It represents the moment when the call was picked up or connected |
Complete Time | endtime | used to indicate the time when the call ended. It represents the moment when the call was terminated, either by the caller or the recipient. |
Recording URL | recordingURL | indicates the URL or access path to the audio recording of the call |
Member Name | membername |
Motion Bull
| Note |
|---|
The Motion Bull variables must be used with all lowercase characters in the triggers within {{ }}, while in the Square projects they must be used with all uppercase characters within { } |
Title | Variable | Description |
|---|---|---|
Queue Campaign ID | xmd-voicequeueid | Available for Queue Campaign to identify a voice queue |
IVR Campaign ID | xmd-campaignid | Available for IVR Campaign to identify the id of IVR |
Caller ID | xmd-callerid | Refers to the caller ID information. |
Contact ID | xmd-contactid | Used to uniquely identify and reference a specific contact or customer |
Contact's Fields | xmd-{name_field} | name_field is the name of a contact's field in Contact Manager. |
Contact's Custom Fields | xmd-cf_{ID} | ID is the custom field's ID. |
Chat Channel
At the first contact with a new customer, the interaction object is created, which acts as a “container”.
A high-level interaction variable is then created which contains general data e.g. creation date and contact ID, but other variables such as the body message will not be present at interaction level, but within the message itself.
Interaction
Title | Variable | Description |
|---|---|---|
Interaction ID | id | Unique identifier of interaction |
Interaction status | closed | True if the interaction is closed |
Interaction close timestamp | closedAt | Timestamp of close action |
Disposition | disposition | Interaction disposition |
Note | note | Interaction note |
Agent ID | UserId | To identify agent involved in conversation |
Contact ID | ContactId | Unique identifier for customer |
Website ID | ChatWebsiteId | identifier to the specific website where there is the snippet |
Customer Browser | browserName browserVersion | Information on browser used by the customer |
Customer OS | osName osVersion | Information on OS used by the customer |
Customer Device | deviceModel deviceVendor deviceType | Information on device used by the customer |
Customer Referer | referer | Referer page of the customer |
Customer IPs | customerIp | List of IPs used by the customer to reach the webchat |
Interaction create timestamp | createdAt | Creation timestamp when a chat conversation was started |
Channel | channel | To identify the medium or channel used for the chat interaction |
Event type | event | Refers to a data structure that represents a specific event that occurs in the channel |
Agent interface | interface | Refers to a data structure that represents the chat interface through which users interact with the chat application. |
Message
To retrieve variables related to the message you will have to use the structure message.{name_field}, replacing name_field with the information you need (e.g. message.direction / message.ContactId and so on)
Title | Variable | Description |
|---|---|---|
Message ID | id | Unique identifier of message |
Text message | body | The body message |
Message direction | direction | Used to indicate the direction of the chat message (in / out) |
Chat Website ID | ChatWebsiteId | Identifier to the specific website where there is the snippet |
Chat Interaction ID | ChatInteractionId | Unique identifier of interaction |
Agent ID | UserId | To identify agent involved in message exchange |
Contact ID | ContactId | Unique identifier for customer |
Message create timestamp | createdAt | Creation timestamp when a message was sent |
Channel | channel | To identify the medium or channel used for the message |
Event type | event | Refers to a data structure that represents a specific event that occurs in the channel |
Agent interface | interface | Refers to a data structure that represents the chat interface through which users interact with the chat application. |
Email Channel
Interaction
Title | Variable | Note |
|---|---|---|
Interaction ID | id | Unique identifier of interaction |
Interaction status | closed | True if the interaction is closed |
Interaction close timestamp | closedAt | Timestamp of close action |
Disposition | disposition | Interaction disposition |
Note | note | Interaction note |
Reply Message ID | inReplyTo | Identifier or message ID of the email being replied to |
To | to | To property of the latest message |
Cc | cc | Cc property of the latest message |
Subject | subject | Subject property of the latest message |
Attachment | attach | Number of attachments in the latest message |
Agent ID | UserId | To identify agent involved in email channel |
Contact ID | ContactId | Unique identifier for customer |
Email Account ID | MailAccountId | Identifier associated with a specific email account |
Interaction create timestamp | createdAt | Creation timestamp when email was created or received |
Channel | channel | To identify the medium or channel used for the email interaction |
Event type | event | Refers to a data structure that represents a specific event that occurs in the channel |
Agent interface | interface | Refers to a data structure that represents the interface through which users interact with the email application |
Message
To retrieve variables related to the message you will have to use the structure message.{name_field}, replacing name_field with the information you need (e.g. message.direction / message.ContactId and so on)
Title | Variable | Note |
|---|---|---|
Message ID | id | Unique identifier of message |
Text message | body | The body message |
Message direction | direction | Used to indicate the direction of the email (in / out) |
Provider Message ID | messageId | ID assigned by Email provider |
From | from | Refers to the sender's information in an email message |
To | to | Refers to the recipient(s) of an email message |
Cc | cc | Refers to the secondary recipients of an email message |
Bcc | bcc | To include hidden recipients in an email message |
Subject | subject | Subject of email message |
Message sent timestamp | sentAt | Timestamp when message was sent |
Attachment | attach | Number of attachments in the latest message |
Email Account ID | MailAccountId | Identifier associated with a specific email account |
Email Interaction ID | MailInteractionId | Unique identifier of interaction |
Agent ID | UserId | To identify agent involved in email exchange |
Contact ID | ContactId | Unique identifier for customer |
Message create timestamp | createdAt | Creation timestamp when a message was sent |
Channel | channel | To identify the medium or channel used for the message |
Event type | event | Refers to a data structure that represents a specific event that occurs in the channel |
Agent interface | interface | Refers to a data structure that represents the chat interface through which users interact with the chat application. |
SMS Channel
Interaction
Title | Variable | Note |
|---|---|---|
Interaction ID | id | Unique identifier of interaction |
Interaction status | closed | True if the interaction is closed |
Interaction close timestamp | closedAt | Timestamp of close action |
Disposition | disposition | Interaction disposition |
Note | note | Interaction note |
Customer mobile phone number | phone | Mobile phone number of the contact |
Agent ID | UserId | To identify agent involved in sms channel |
Contact ID | ContactId | Unique identifier for customer |
Sms Account ID | SmsAccountId | Identifier associated with a specific sms account |
Interaction create timestamp | createdAt | Creation timestamp when sms was received or sent |
Channel | channel | To identify the medium or channel used for the sms interaction |
Event type | event | Refers to a data structure that represents a specific event that occurs in the channel |
Agent interface | interfaceRecipient of trigger action | Refers to a data structure that represents the interface through which users interact with the sms application |
Message
Title | Variable | Note |
|---|---|---|
Message ID | id | Unique identifier of message |
Text message | body | The body message |
Message direction | direction | Used to indicate the direction of the sms (in / out) |
Provider Message ID | messageId | ID assigned by Sms provider |
Customer mobile phone number | phone | Mobile phone number of the contact |
Sms Account ID | SmsAccountId | Identifier associated with a specific sms account |
Sms Interaction ID | SmsInteractionId | Unique identifier of interaction |
Agent ID | UserId | To identify agent involved in sms exchange |
Contact ID | ContactId | Unique identifier for customer |
Message create timestamp | createdAt | Creation timestamp when a sms was sent |
Channel | channel | To identify the medium or channel used for the message |
Event type | event | Refers to a data structure that represents a specific event that occurs in the channel |
Agent interface | interface | Recipient of trigger action |
Refers to a data structure that represents the sms interface through which users interact with the sms application |
Openchannel
In this section you find the variables that can be used in OmniChannels Notifications,Templates, Routing, Canned Answers and App Zone.
The syntax that must be used to embed the variable within the template is as follows:
Example 1:
Account: {{account.name}}
Example 2 (for Notifications):
{{#queue}}Queue: {{queue.name}}{{/queue}}
In this case only if (#) the queue variable exists, the template renders the queue variable
Title
Variable
Note
Used by
User field
{{user.name_field}}
name_field is one of the following:
id
name
fullname
email
userpic
alias
internal (only for app zone)
interface (only for app zone)
Template
Routing
Canned Answer
App Zone
Account field
{{account.name_field}}
name_field is one of the following:
id
name
key
email (only for email)
Notification
Template
Routing
Canned Answer
Queue field
{{queue.name_field}}
name_field is one of the following:
id
name
Notification
Template
Contact field
{{contact.name_field}}
name_field is name of a contact's field in Contact Manager.
Example: contact.firstname, contact.phone, contact.email and so on
It is available only when you reply to email or click to email.
Notification
Template
Routing
Canned Answer
Interaction
{{interaction.name_field}}
name_field is one of the following:
id
to (only for email)
cc (only for email)
subject (only for email)
substatus (only for email)
It is available only when you reply to email.
Notification
Template
Routing
Canned Answer
Message
{{message.name_field}}
name_field is one of the following:
id
subject (only for email)
from (only for email)
to (only for email)
body (only for email)
Notification
Template
Routing
List
{{list.name_field}}
name_field is one of the following:
id
name
description
Notification
Template
Routing
General Body Fields
{{name_field}}
name_field is one of the following:
from
first name
last name
Notification
Template
Interaction
Title | Variable | Note |
|---|---|---|
Interaction ID | id | Unique identifier of interaction |
Interaction status | closed | True if the interaction is closed |
Interaction close timestamp | closedAt | Timestamp of close action |
Disposition | disposition | Interaction disposition |
Note | note | Interaction note |
Agent ID | UserId | To identify agent involved in openchannel |
Contact ID | ContactId | Unique identifier for customer |
Openchannel Account ID | OpenchannelAccountId | Identifier associated with a specific open channel account |
Interaction create timestamp | createdAt | Creation timestamp when openchannel message was received or sent |
Channel | channel | To identify the medium or channel used for the openchannel interaction |
Event type | event | Refers to a data structure that represents a specific event that occurs in the channel |
Agent interface | interfaceRecipient of trigger action | Refers to a data structure that represents the interface through which users interact with the sms application |
Message
Title | Variable | Note |
|---|---|---|
Message ID | id | Unique identifier of message |
Text message | body | The body message |
Message direction | direction | Used to indicate the direction of the message (in / out) |
Openchannel Account ID | OpenchannelAccountId | Identifier associated with a specific open channel account |
Openchannel Interaction ID | OpenchannelInteractionId | Unique identifier of interaction |
Agent ID | UserId | To identify agent involved in openchannel interactions |
Contact ID | ContactId | Unique identifier for customer |
Message create timestamp | createdAt | Creation timestamp when a open channel message was sent |
Channel | channel | To identify the medium or channel used for the message |
Event type | event | |
Agent interface | interface | Recipient of trigger action |
Fax Channel
| Status | ||||
|---|---|---|---|---|
|
Interaction
Title
Variable
Note
Interaction ID
id
Jscripty
Title
Variable
Note
Event field
{{name_field}}
name_field depends on the type of event.
For the full complete list, refer to the below section:
User field
{{user.name_field}}
name_field is one of the following:
id
username
fullname
email
userpic
alias
Contact field
{{contact.name_field}}
name_field is name of a contact's field in Contact Manager.
Example: contact.firstname, contact.phone, contact.email and so on
It is available only when you reply to email or click to email.
Variables for Omni Channels: Notification, Templates, Canned Answers, Routing and App Zone
Refers to a data structure that represents a specific event that occurs in the channel | ||
Agent interface | interface | Refers to a data structure that represents the open channel interface through which users interact with the open channel application |