Placeholders are enclosed in percent signs, for example %AGENTNAME%. Which
ones are available depends on who processes the text:
| Where | Replaced by | Described in |
|---|---|---|
| Boilerplates that an agent inserts | the Agent | Boilerplates › Placeholders |
| Texts that a flow sends or reads out: boilerplates, text media, emails | the Routing Service | below |
| File names of automatic reports | the server | Server tab › Automatic reports |
| Alarm emails | the server | Emails for alarms |
| System announcements | the Routing Service | below |
Texts in flows
When a flow sends or speaks a text, the Routing Service replaces, in this order:
- the variables of the flow and its functions without parameters,
%Name%; %RecognizedValue%with the most recently recognized value;- the system variables and functions from the tables below;
- the attached data that agents see:
%KEY%, with the key in uppercase.
You write a system variable as %Name% and a function as %Name()%.
Functions without an argument refer to the skill, language and channel of the
conversation. In texts, at most one argument is possible, without spaces:
%IsOpen(Sales)%. Call functions with several arguments — such as
LoggedInAgents(skill, language, conversationType) — in the
script code of the flow and store the result in a
variable. As arguments, you specify:
- skills and languages by their name, spelled exactly as in the Administration. In texts, only names made up of letters, digits and underscores work.
- an agent by name or extension;
- the channel as
PhoneCall,EMail,Fax,Chat,VoicemailorPlaybackCall; - the conversation type as
InboundCall,VirtualCall,WebCallback,EMail,Fax,ChatorVoiceRecording.
If a variable has no value yet — such as %AgentName% while no agent is
connected — the placeholder is left unchanged.
The conversation
| Placeholder | is replaced by |
|---|---|
%ConversationId% |
the ID of the conversation |
%TicketId% |
the ID of its ticket |
%State% |
its state |
%Language% |
its language |
%Skill% |
its skill |
%CurrentSkillGroupId%, %CurrentSkillGroupName% |
the ID and name of its skill group |
%VIPClass% |
the name of its VIP class |
%Position% |
its position in the queue |
%StartTime% |
its start time |
%QueueTime% |
the time at which it entered the queue |
%TotalConversationTime% |
the time since it started |
%IsDialIn% |
whether it is a dial-in |
%Customer% |
the name of the customer |
%NextBusinessHour% |
the next opening time of its skill |
%HolidayName% |
the name of today’s holiday |
Sender and recipient
| Placeholder | is replaced by |
|---|---|
%CallerNumber%, %DestinationNumber% |
the number of the caller or of the called party |
%Source%, %Destination% |
the ID of the party that started the conversation, or of its destination |
%Sender%, %Recipient% |
sender and recipient |
%SenderEmailAddress% |
the email address of the sender |
%SenderCanonicalNumber% |
the number of the sender in international format |
%SenderCountryCode% |
their country code, e.g. 49 for Germany |
%SenderRegionCode% |
their region code, e.g. de-DE |
%SenderLocation% |
the location that belongs to the number, e.g. “Berlin” |
%SenderNumberType% |
the type of number: mobile, landline, toll-free … |
%Subject% |
the subject of an email |
%Body%, %PlainTextBody%, %HtmlBody% |
the body of an email — as received, as plain text or as HTML, if available |
The agent
| Placeholder | is replaced by |
|---|---|
%Agent%, %AgentName% |
the agent of the conversation, or their name |
%AgentExtension% |
their extension |
%AgentLanguage% |
their language |
Skill and queue
| Placeholder | is replaced by |
|---|---|
%IsOpen()%, %IsOpen(skill)% |
whether the skill is open |
%IsCalendarClosed()%, %IsCalendarClosed(skill)% |
whether it is outside business hours |
%IsHolidayClosed()%, %IsHolidayClosed(skill)% |
whether it is closed because of a holiday |
%IsManualOpenClosed()%, %IsManualClosed(skill)% |
whether it has been closed manually |
%WaitingFieldLength()%, %WaitingFieldLength(skill)% |
the number of places in the queue |
%AvailableWaitingFieldLength()%, %AvailableWaitingFieldLength(skill)% |
the number of free places in the queue |
%MaxConversations()% |
the maximum number of conversations in the skill; in code also MaxConversations(skill, language, conversationType) |
Key figures
Values with Total in their name apply to the whole contact center, the
functions to the skill, language and channel of the conversation. In code, the
functions also take the skill, language and channel or conversation type as
arguments, for example ConversationCount("Sales", "English", "PhoneCall").
| Placeholder | is replaced by |
|---|---|
%TotalConversations%, %ConversationCount()% |
the number of conversations |
%TotalConnectedConversations%, %ConnectedConversationCount()% |
the number of connected conversations |
%TotalWaitingConversations%, %WaitingConversationCount()% |
the number of waiting conversations |
%TotalLoggedInAgents()%, %LoggedInAgents()% |
the number of logged-in agents |
%TotalAvailableAgents()%, %AvailableAgents()% |
the number of available agents |
%TotalAverageWaitingTime%, %AverageWaitingTime()% |
the average wait time |
%TotalAverageHandlingTime%, %AverageHandlingTime()% |
the average handling time |
%TotalAverageSignallingTime%, %AverageSignallingTime()% |
the average signaling time |
AgentIsAvailable(agent, skill, language, conversationType) exists only in
code: it tells whether a specific agent is available.
System announcements
The system announcements that myContactCenter creates itself — see
Default media — contain two
placeholders of their own: %P% for the participant who joins or leaves a
call, and %L% for the new language of the conversation. Keep them when you
create your own version.