Variables in Archive

It's possible to create/add variable to calls or written requests in Puzzel Contact Centre, and if such a variable is stored, it appears in the Variables tab in Archive (and in Raw data table call_variables). 

For a Scheduled task, the agent that creates it usually enters values for Contact id, Contact name, Phone number, URL and a Description. All the values entered are stored as variables and shown in Archive and Raw data, except the Description.  

If it’s configured that your Call Flow solution stores the value for a specific variable in the call’s raw data, this variable is searchable and visible in the Archive (and Raw data). Example: If the solution behalf of the caller does an external look-up in your CRM system with the caller’s number as parameter, and your CRM system returns the customer number or a case id, this returned value can be stored in a variable.

For a chat there might be one or more 'real' variables stored and/or one or more "intro variables" shown at the start in the chat log tab in Archive. Only the variables shown in the Variables tab in Archive are shown in Raw data table call_variables.  

Advanced search
If you select a Type (e.g. Chat), a time period and a Variable in the Variable name list box and search, we return the requests with any value for this variable. If you also add a variable value, we will return requests with this variable value. 

If you search without selecting a Variable name or value), calls/written request that have a variable value will have a tab called Variables where the variable(s) and belonging value(s) are shown.