Custom Property mapping

Enhance reporting and filtering with custom fields.

Custom properties (a.k.a. custom ticket fields) are a means of passing data to Agent Connect along with each survey request to filter Interactions for QA, both on the Interactions page and when building a QA Assignment. Some example use cases include:

  • A Contact Reason field so you do not need to rely on tags alone

  • A Handle Time field to enhance QA Reviews

  • A field for customers' loyalty program status

  • A boolean flag to indicate whether the interaction includes a screen recording

Interactions showing custom properties

Send custom properties to Agent Connect

If you use one of our turnkey integrations that supports customizing your survey triggers, you can add custom properties easily. To see if your CRM system supports sending custom properties, see the relevant integration guide for your source system.

Not every CRM system allows customization of the survey trigger to send your custom ticket fields to us, but we offer an API for sending survey requests to us, if needed. To learn about sending custom properties via API, see Requests API — Custom properties and the Requests API documentation.

If you're not sure if your CRM system allows you to send custom properties, the Medallia Support team can help.

Configure and use custom properties

Once Agent Connect receives a custom property, it will appear in the Interaction Fields section of the Integrations page (Settings > Integrations) for configuration.

interaction fields

To add a new field (assuming it has been sent by the source system), locate it in the Select field dropdown menu, then click Add.

The following options are available for each custom field:

  • Type — Select a data type for the field.

    The type selected here will determine what filter settings are available, if applicable.

  • Display Name — Enter a friendly name to be displayed on QA Reviews and Interaction page filters, if applicable.

  • On Review — When selected, the field will appear in the Interaction Details section of a QA Review.

    interaction details

  • Interaction Filter — When selected, the field will appear as a filter on the Interactions page.

    custom interactions page filters

    As the image above shows, settings for each custom filter are based on the field type selected on the Integrations page. For example, a "URL" type will allow you to filter based on whether a URL is present, while a "Duration" type will provide "between X and Y" options.

Once Agent Connect receives a custom property, the property will automatically be included as an available column in Feedback exports and an available field in the Data Return API.

example of custom properties in feedback exports

Optional uses

In addition to the automatic changes detailed above, you can choose to add custom property filters on the Stream and Trends dashboards. You can also display the new properties on the Stream footer, if needed.

To enable these additional features, contact the Medallia Support team.