Map NICE inContact Data to Activity Records and Custom Objects

The Salesforce Extension can store metadata and agent notes about the call in a special activity object. You can map data from Agent for Salesforce to any object and field in Salesforce. This mapping occurs through a centralized Extension Configuration Document stored in Salesforce.

Salesforce stores the NICE inContact data to the most recently opened instance of an object type. You can create custom objects and fields to store NICE inContact data if you don't want to store it in any of the standard objects or fields. See the Salesforce documentation for more details.

The administrator package contains a sample Extension Configuration Document. If you remove the comments in the configuration document, the extension attempts to store default call data to custom fields on the Task object. The sample configuration document defines the following custom fields:

ANI — Contains the phone number from which the contact called.
ContactID — Indicates the unique ID that identifies the call on the NICE inContact platform.
Disposition — Contains the dispositionResult that the agent or system assigns to the contact when the interaction ends. code the agent selected for the call.
Skill — Indicates the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge queue to which the call was queued before it was delivered.
Call_Direction — Indicates whether the phone call was inbound or outbound.
Agent_Name — Contains the name of the NICE inContact agent to whom the call was routed.

It is strongly recommended that you provide agents with an after call work period to enter notes and explicitly identify the contact and case or opportunity record with which to link the call record.

When you Enable Screen Pops for Personal Connection for Personal Connection skills in Central, the trigger event is set to Linked as the default.

In Salesforce Classic, click the All Tabs icon (indicated by a blue plus sign).
Click Agent for Salesforce Settings.

If using the Lightning Experience, click Call Center → All Items → Agent for Salesforce Settings.
Create different data mappings for each Salesforce profile. You can also create a default configuration that applies to any profile that does not have its own settings.
Determine Task Creation settings.
- Create Task — Salesforce creates a task, or record, for each phone call, chat, email, work itemCustomizable method of delivering contacts to an agent via Studio scripts., or voicemail.
- Always Create New Task — When checked, forces the creation of a new task. This allows you to work on other items without risking the mapping of data from a new contact to a manually created task for another contact.
- Create Task For Refused Contacts — When checked, forces the creation of a new task for refused contacts.
- Pop Task — Pops either the task associated with the current contact or a new task, as designated.
Under Data Storage, specify whether Agent for Salesforce saves NICE inContact variables to a field in the User object for use by JavaScript code. Agent for Salesforce stores variables as name/value pairs delimited with the pipe sign ( | ). For example: ANI=8015550100|DNIS=8005550122|OPTION=3
To use the information in the External ID field, rather than the phone number, for searches when using Personal Connection, check the box next to Configurable Search for Personal Connection.
Determine Entity Mapping for Who and What Fields settings. There are two options available:
- Map contact data to 'all' objects opened by the Agent during the contact — The default behavior of the Agent application is to write contact data to Salesforce entities as defined below for all entities the agent opens during an interaction.
- Limit contact mapping only for the 'selected' objects in Who and What fields — This option writes contact information per the mapping defined below to only one selected Salesforce entity shown in the Who & What fields.
Map NICE inContact data values to Salesforce fields and objects. To do so:
1. In the drop-down, select the object (or entity) and click Add Entity.
2. Select Add Field and add fields for the entity.
3. In the first drop-down, select the type of NICE inContact value to save to the field.
4. In the second drop-down, select CallInfo, ChatInfo, EmailInfo, ScriptVariable, VoicemailInfo, or WorkItemInfo.
  - CallInfo — Contains a collection of values about the call (for phone contacts).
    - AgentName — The name of the agent.
    - ANI — The number from which the caller called.
    - Callback Time — When a dispositionResult that the agent or system assigns to the contact when the interaction ends. requires this, the values selected/entered by the agent as part of the disposition are passed into Salesforce.
    - CallDirection — Whether the call is Inbound or Outbound.
    - CallDurationInSeconds — The number of seconds the call lasted.
    - Call Start Date and Time — The date and time the call was delivered.
    - Call End Date and Time — The date and time the call ended.
    - Comment — The dispositionResult that the agent or system assigns to the contact when the interaction ends. comment or call notes.
    - CommitmentAmount — When a disposition requires this, the values selected or entered by the agent as part of the disposition.
    - ContactId — The unique NICE inContact identifier for the call.
    - CustomValue1 — Used by Personal Connection to allow a custom dialing list value to be easily passed into Salesforce.
    - CustomValue2 — Used by Personal Connection to allow a custom dialing list value to be easily passed into Salesforce.
    - DispositionValue — The dispositionResult that the agent or system assigns to the contact when the interaction ends. value the agent selected after the call.
    - DNIS — The number the caller dialed.
    - SecondaryDispositionValue — The secondary disposition value the agent selected after the call.
    - Skill Name — The name of the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to which the call was routed.
    - Tags — The tags assigned to the call to track specific attributes of the contact.
  - ScriptVariable — Indicates the value of a named variable from the IVRInteractive Voice Response; an automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. workflow script. If you select this type of data value, you can type in a script variable name. The variable must be published from the IVR script for the value to be saved to Salesforce.
  - ChatInfo — Contains a collection of values about the call (for chat contacts).
    - AgentName — The name of the agent.
    - ChatTranscript — The full transcript of the chat.
    - Comment — The chat notes.
    - ContactId — The unique NICE inContact identifier for the chat.
    - DispositionValue — The dispositionResult that the agent or system assigns to the contact when the interaction ends. value the agent selected after the chat.
    - DurationInSeconds — The number of seconds the chat lasted.
    - SecondaryDispositionValue — The secondary disposition value the agent selected after the chat.
    - Skill Name — The name of the skill to which the chat was routed.
    - Tags — The tags assigned to the chat to track specific attributes of the contact.
  - Email Info — Contains a collection of values about the email (for email contacts).
    - AgentName — The name of the agent.
    - Comment — The email notes.
    - ContactId — The unique NICE inContact identifier for the email.
    - DispositionValue — The dispositionResult that the agent or system assigns to the contact when the interaction ends. value the agent selected after the email.
    - DurationInSeconds — The number of seconds the email contact lasted.
    - Email Transcript — The full transcript of the email.
    - SecondaryDispositionValue — The secondary dispositionResult that the agent or system assigns to the contact when the interaction ends. value the agent selected after the email.
    - Skill Name — The name of the skill to which the email was routed.
    - Tags — The tags assigned to the email to track specific attributes of the contact.
  - VoiceMailInfo — Contains a collection of values about the call (for voicemail contacts).
    - AgentName — The name of the agent.
    - CallDurationInSeconds — The number of seconds the voicemail lasted.
    - Call Start Date and Time — The date and time the voicemail was delivered.
    - Call End Date and Time — The date and time the voicemail ended.
    - Comment — The dispositionResult that the agent or system assigns to the contact when the interaction ends. comment or voicemail notes.
    - ContactId — The unique NICE inContact identifier for the voicemail.
    - DispositionValue — The disposition value the agent selected after the voicemail.
    - File Duration — The length of the voicemail file.
    - File Name — The name of the file under which the voicemail is saved.
    - From — The name of the person or group from whom the voicemail originated.
    - SecondaryDispositionValue — The secondary disposition value the agent selected after the call.
    - Skill Name — The name of the skill to which the call was routed.
    - Tags — The tags assigned to the voicemail to track specific attributes of the contact.
    - To — The name of the person or group to whom the voicemail is addressed.
  - WorkItemInfo — Contains a collection of variables about the work item contact (for work item contacts).
    - AgentName — The name of the agent.
    - Comment — The dispositionResult that the agent or system assigns to the contact when the interaction ends. or work item notes.
    - ContactId — The unique NICE inContact identifier for the work item.
    - DispositionValue — The disposition value the agent selects after the work item ends.
    - DurationInSeconds — The number of seconds the work item lasted.
    - SecondaryDispositionValue — The secondary disposition value the agent selected after the call.
    - Skill Name — The name of the skill to which the work item was routed.
    - ID — Arbitrary value that can be set by whomever or whatever creates the work item. The field is used to push information from the “work item creator” to the “work item handler” (Agent Application).
    - Payload — Arbitrary value that can be set by whomever or whatever creates the work item. The field is used to push information from the “work item creator” to the “work item handler” (Agent application).
    - Tags — The tags assigned to the work item to track specific attributes of the contact.
    - Type — Arbitrary value that can be set by whomever or whatever creates the work item. The field is used to push information from the “work item creator” to the “work item handler” (Agent application).