Special Purpose Dynamic Variables
X-Console uses Dynamic Variable to view and manage dynamic data that is created during runtime, including data that is brought from external sources like databases and Natural Language Understanding (NLU) servers.
A Dynamic Variable always consists of a JSON object, enabling specific portions of its content to be accessed to suit the current data needs of a Flow.
Alongside custom Dynamic Variables created by you for local applications, X-Console also supports special-purpose Dynamic Variables that are used to serve specific Uniphore capabilities, as described below.
'Conversation Summary' Dynamic Variable
The Conversation Summary dynamic variable stores call summary data submitted from U-Assist's AI Agent Application.
When an Agent submits the Conversation Summary at the end of the call, the Conversation Summary variable is updated with most recent call summary data, including:
Data from the Header Summary, specific to the Virtual Agent (VA) that was used
Data from the Intent Summary for each call reason that was reported during the call
Agent Notes that were created during the call
Additional information, such as the call language, participant IDs, timestamps, etc.
Important
In order for the Conversation Summary variable to be updated after a call, the AI Agent Assist application's Submit Summary Client Setting must be mapped to a Service Flow.
The content of the Conversation Summary dynamic variable is always overwritten with each new Customer Session.
The Conversation Summary variable data structure is shown in the following example:
Conversation Summary: {
"conversationId": "1683470125586mydcrxikd",
"tenantId": "k09b6c90-b6w8-4o7d-ac89-244Gf126d08",
"environment": "prod",
"language": "english-us",
"simulated": "boolean",
"timestamp": "2023-05-07T14:35:46.303Z",
"header": {
"template": ""\u003cp\u003echangepolicy\u003c/p\u003e \n\u003cp\u003e\u003cspan[...]\u003e",
"timestamp": "2023-05-07T14:35:46.803Z"
},
"intentSummaries": [{
"intentId": "string",
"template": "string",
"source": "AI",
"timestamp": "2023-05-07T14:35:47.733Z"
}],
"agentNotes": {
"text": "string",
"timestamp": "2023-05-07T14:35:47.733Z"
},
"participants": [{
"participantId": "3216",
"type": "agent",
"ctiAgentId": "tomgold23@dcminsurance.com"
},
{
"participantId": "6452216",
"type": "customer"
}]
}
Like any dynamic variable, Conversation Summary variable values can be parsed and used according to your needs.
For example, an Allocator element might send a specific Summary value to an external CRM platform to support customer service tracking. Or a Service Flow might send the entire summary in a Response element for review by an Analyst.
For details on how to parse object values from a dynamic variable click here.
'Session Context' Dynamic Variable
Whenever you use the Intelligent Assistant to work with an NLP Engine, a dedicated dynamic variable called Session Context is used to collect and store all runtime data generated by an Intent Flow and NLP engine during a specific chatbot session.
The Session Context variable can be parsed and updated like any other dynamic variable, according to the needs of your Flow. For details on how to parse object values from a dynamic variable click here.
You can view the contents of the Session Context variable at any time when testing an Intent Flow in the chatbot simulator via the Context panel. For detailed information, click here.