Overview: Custom Fields container in Queues (Console)

This article gives an overview of the Custom Fields container in queues.

In this article

Overview

In Console, the Custom Fields container lets you link a custom input field to a queue by enabling or disabling specific custom fields.

A custom field lets queue users collect and store information from a customer. This information can be accessed after an interaction is completed by opening individual completed interactions or by viewing it in a report.

See the following articles to learn how to create different types of custom fields:

• Create a custom input field (Console)

• Create a custom drop-down menu (Console)

• Create a custom checkbox field (Console)

Custom fields in App

In App, custom fields appear on the left side of the interaction workspace. Queue users can access custom fields while managing an interaction and input data into them.

Container breakdown

Display Name

The Display Name is the human-readable name for the custom field.

API Name

The API Name is the back end name for the custom field.

Enabled/Disabled

Use the toggle to enable (green) or disable (red) Custom Fields for your queue.

Use case

Suppose your sales team wants to promote a customer loyalty program called Consumer Perks by getting more existing customers to join. Rather than cold calling all current customers, the sales team wants to target customers that have already expressed an interest in Consumer Perks.

You decide to create a custom drop-down field and add it to your reorder queue (a queue that existing customers use to reorder products) that lets queue users record if customers are interested in Consumer Perks. You open the queue workspace for the reorder queue, navigate to the Custom Fields container and toggle the custom field on. Now, queue users can record if customers are interested in Consumer Perks.

The sales team can look back at completed interactions and determine if customers expressed interest in Consumer Perks. If the customer expressed interest in Consumer Perks, the sales team can reach out to them to help them join. In fact, the sales team can even create a report that aggregates all interactions in the queue where customers expressed an interest in Consumer Perks. This means that the sales team can focus all of their efforts on customers who are actually interested in the loyalty program.