Mindful Datastore
Retain and reapply interaction context across different channels.
Mindful Datastore provides a way to retain context and apply it to an interaction later. You can use this feature to store any key-value pair (KVP) you would like to associate with a callback, such as a customer ID or account status. When a callback returns to the contact center, your ACD can request the stored KVPs and associate them with the interaction.
Mindful Datastore is accessible from the left sidebar menu and includes two pages: Lookup Data Set and Data Set Templates.
Common use case
The most common use case for Mindful Datastore looks like this:
When a call comes in to your ACD, you send a POST to Datastore via API before transferring the customer to Mindful for an offer.
Datastore holds on to that data and assigns the customer phone number as the primary key, or search key.
When a callback is returned from Mindful to your ACD, the ACD requests the data back from Datastore, using the customer phone number as the search key.
Datastore returns the data to the ACD.
You can then do as you wish with the data (agent screen-pop, reporting, routing decisions, readerboard stats, etc.).
Data Set Templates
Data Set Templates allow you to configure incoming customer data you would like to collect and define how long you would like that data to be retained for future access. Data Keys allow you to identify customer data that your organization would like to collect and retain for lookup at a later time.
Add a Data Set Template
Datastore > Data Set Templates.
Click Add Data Set Template to open the New Data Set Template page.
Configure the new template:
Name — Enter a name that will be recognizable to others in your organization.
Description — Enter a description for the template.
Data Retention Period (Hours) — Manually enter or use the up/down arrows to customize your data retention period. You can retain data for one hour, or up to 48 hours.
API Token — The system automatically generates your API Token. If your API Token is already plugged into your routing logic, regenerating the token here will break that link. To re-establish the link, update your host with the new API Token. Contact Mindful Support for assistance from our Integration team.
Template Data Keys — You can select from existing Data Keys already established in your system, or you can add new keys. The selected keys will filter out any submitted data that does not correspond to one of the configured keys, and will only retain submitted data that matches the configured keys.
Click Add Template Data Key.
This opens the New Template Data Key modal window.
Click in the Manually Enter Data Keys field. If your Mindful Datastore instance contains existing Data Keys, select one from the dropdown list that appears. Alternatively, you can type the name of a new key in the field.
(Optional) If you plan to use a Cisco UCCE/PCCE integration:
Select the "Add Keys for an Integration Type" option.
Download the CTI Event Relay and CTI Event Relay documentation files.
When finished, click Add.
Your key now appears in the Template Data Keys list. If you selected the "Add Keys for an Integration Type" option, all keys associated with that integration will be automatically added to your Template Data Keys list.
(Optional) To add more Data Keys to your Data Set Template, repeat the above steps.
When finished configuring your Data Set Template, click Save to return to the Data Set Templates page, where your new template will appear in the table in alphabetical order.
Edit or delete a Data Set Template
To edit an existing template, click the Edit icon in the row of the template you want to change. This opens the Edit Data Set Template page.
To remove a template, click the Delete icon in the row of the Data Set Template you want to remove.
Clone a Data Set Template
If you want to create a template that is very similar to another, but with minor changes, click the Clone icon in the row of the template you want to change. The API Token of the new template will be changed automatically, while all other configuration remains the same as the existing template that was cloned.
After cloning, you can then edit the details of the new template as needed.
Lookup Data Set
If you know your customer's contact number, you can search for the number on the Lookup Data Set page to review stored KVPs for that customer's recent interaction(s).
In a production environment, you will most likely obtain stored data via API, but this page in the user interface allows you to manually verify or check any data currently being stored.
Datastore API
All of the interactions between your ACD and Datastore will occur via API. The Datastore API provides one endpoint to post new data and another to retrieve data based on the customer contact number.
Learn more in the Datastore API documentation.
In the Mindful UI, you can find several important items related to the Datastore API:
The full URL of each endpoint
The API Token required for authentication
Integration code examples
To view these resources, open the Data Set Templates page, then click the Data Set API icon in any row. To copy your API token, click the clipboard icon or copy the value directly from this page.
On the Data Set API page, you can see several important pieces of information:
Snippet Type — Select your preferred snippet preview language from the dropdown. This automatically updates the Example Request Snippet fields to display the chosen language.
Submit Data Request - POST — Preview the POST request.
Get Data Request - GET — Preview the GET request.
Example Request Snippet — Preview and copy an integration code snippet.
Datastore with other applications
It is possible to leverage the benefits of Mindful Datastore with other applications via the CTI Event Relay. To learn more, see Datastore CTI Event Relay.
