Attribute options

By default, interactions in the client display certain information in a particular order based on the type of interaction. You can change the default attributes used or the default order of this displayed information.

After setting up a call center for the first time or upgrading to a new version of the managed package, customize the interaction details.

Below is list of the most common options by interaction type. For a comprehensive list, see https://help.mypurecloud.com/articles/synchronize-interaction-attributes-with-salesforce-activity-records/.

Note: While there is no limit of how many attributes can be set, a conversation object that includes such participant and segment data must be under 2 MB.

Interaction attribute

Interaction type

Description

Call.Ani

Call, callback

Phone number of the caller.

Call.CalledNumber

Call, callback

Phone number dialed (DNIS or SIP addresses for queues).

Call.ConversationId

All*

Interaction ID.

Call.QueueName

All*

Name of the queue that the interaction routes to or from.

Call.RemoteName

All*

Remote name for the active interaction. 

Note: For SMS messages, this attribute returns the display address for the active interaction.

Call.State

All*

State of the interaction (for example, ALERTING, CONNECTED, DISCONNECTED, HELD).

Email.Subject

Email

Subject line in the email.

Participant.CustomFieldName

Call, callback, email, ACD voicemail

Custom field name that is assigned using Set Participant Data in an Architect flow. See https://help.mypurecloud.com/articles/set-participant-data-action/.

Message.Username

Chat

Custom field name that is used in the chat widget.

Salesforce.CallTimeElapsed

All*

Time that indicates how long the interaction has been connected, from the time of connection to disconnection or wrap-up completion.

Salesforce.DisplayAddress

Call, callback, outbound dialing, chat, email

Remote address of the active interaction:

  • phone number for call, callback, outbound dialing, message, and ACD voicemail interactions.

  • email address for chat and email interactions.