Built-in script variables


When a read-only text, button, checkbox, or radio button has focus in the script editor, a cube icon appears above the component. 

cube2

If you click the cube, then a list of built-in variables appears:

Figure shows list of built-in variables.

Built-in variables provide information about things the system tracks automatically, such as the agent’s name or duration of the current call. For example, if you select Scripter.Agent Name from the list, Scripter inserts a placeholder for that variable into the component. Two sets of curly braces enclose the variable name: {{Scripter.Agent Name}}.

You can mix manually typed text with variables. For example:

Outstanding agent {{Scripter.Agent Name}} has been on this call for {{Scripter.Agent Call Duration}} minutes.

Types of variables you can select:

  • Variables with the Scripter prefix are available to all scripts, whether inbound or outbound.

  • Variables with the Outbound prefix insert placeholders for columns in the contact list that is associated with the script. Outbound variables only appear if you enable a script’s Outbound property.

  • Custom variables that you create.

Scripter variables:

{{Scripter.Agent Call Duration}}—total time the agent has been on the call

{{Scripter.Agent Call Start Time}}—time when the call was connected to the agent

{{Scripter.Agent Communication ID}}—the ID of agent’s current communication

{{Scripter.Agent Email}}—agent’s email address

{{Scripter.Agent Formatted Number}}—formatted number that the contact sees as the agent’s caller ID

{{Scripter.Agent Id}}—agent’s PureCloud ID (UUID)

{{Scripter.Agent Name}}—agent’s name (Last, First)

{{Scripter.Customer Call Duration}}—total time the customer has been on the call

{{Scripter.Customer Call Start Time}}—time when the call started

{{Scripter.Customer Communication ID}}—the ID of customer’s current communication

{{Scripter.Customer Formatted Number}}—customer’s formatted phone number.

{{Scripter.Interaction Id}}—unique ID assigned to the interaction. This variable is the same as the conversationID in the PureCloud API.

{{Scripter.Interaction State}}—current state of the interaction. See Interaction states

{{Scripter.Interaction Type}}—type of interaction: call, chat, email, social expression, video, or evaluation.

{{Scripter.Page Is Invalid}}—true or false, whether the script contains an error.

{{Scripter.Queue Name}}—name of the agent’s queue.

{{Scripter.Queue ID}}—ID of the queue this interaction is on.

{{Scripter.Queue Name}}—name of the queue this interaction is on.

{{Scripter.Script ID}}—ID of this script.

Outbound variables:

{{Outbound.Campaign ID}}—ID of the campaign associated with this script’s Outbound property.

{{Outbound.Campaign Name}}—name of the outbound campaign associated with this script’s Outbound property.

Note: To access a campaign’s name for the Outbound.Campaign Name variable, users need the Outbound > CampaignView permission.

{{Outbound.Contact ID}}—ID number of the outbound contact.

Chat variables:

{{Chat.Chat Room ID}}—ID of the chat room.

{{Chat.Customer Chat ID}}—The PureCloud ID for this chat interaction. 

The PureCloud web chat widget passes the values for the following variables. If your web chat developers do not assign values to them, they do not have a value.

{{Chat.Customer First Name}}—The customer’s first name.

{{Chat.Customer Last Name}}—The customer’s last name.

{{Chat.Customer Street}}—The customer’s street.

{{Chat.Customer City}}—The customer’s city.

{{Chat.Customer Postal Code}}—The customer’s postal code, for example: 50163.

{{Chat.Customer State}}—The customer’s state.

{{Chat.Customer Phone Number}}—The customer’s phone number.

{{Chat.Customer Phone Type}}—The customer’s phone type.

{{Chat.Customer ID}}—The ID for this customer, set by your web chat developers. For example, you could configure web chat to supply the account number that your organization keeps for that user. As a result, the agent can use it to look up the customer in a database.

Email variables:

{{Email.Customer Email Address}}—The address the customer used.

{{Email.Subject}}—The subject line of the customer’s email.

UUI variables:

{{UUI.UUIData}}User to User Information (UUI) is exchanging or passing data that is unrelated to the call from one application to another. Scripts support UUI data exchange. To use UUI data in scripts, enable the script’s UUI property and enable the User to User Information settings on the trunk.