LCM Key Mapping

Note:

All the information in the LCM Key Mapping menu option is pre-populated via your installer for Amazon and Cisco integrations. For Five9 and Finesse integrations, this section is not displayed - all information is preconfigured via the installer. Use this section only if you have any customization information to be added.

Acqueon Workspace works in conjunction with Acqueon Campaigns to transfer contact- and outcome-related data to/from each other. The LCM Key is an important piece of data that Acqueon Campaigns transfers to Acqueon Workspace.

LCM Key is a delimiter-separated string of data containing contact information comprising the following fields:

• Contact ID - The contact ID generated by Acqueon Campaigns at the time of upload

• Mode ID - The mode ID that a specific contact belongs to

• Campaign Key - The campaign ID that the contact is uploaded to

• Mode Retries - The mode retries limit for this campaign

• Timezone ID - The time zone ID generated by Acqueon Campaigns

• Tenant ID - the tenant that the contact belongs to

Workspace gets this LCM Key (or a part of the key) as part of this data. This is populated on the agents’ Workspace to help agents with information about the customer whose call they are handling.

This section helps you configure the LCM Key from the integrated Acqueon Campaigns instance.

1. Select LCM Key Mapping from the left navigation menu.

2. The LCM Key Mappings already configured are displayed as tiles.

3. To add a new mapping, click the +Add button.

4. Complete the following fields:

   1. Channel - The application populates the channel (from the Channel page) for your integration.

   2. Channel Object - Select the Channel Object from the dropdown list. All the Channel Objects created while you created the channel are available for selection.

   3. Channel Group - Select the Channel Group from the dropdown list. All the Channel Groups created while you created the channel are available for selection.

   4. Channel Variable - Select the Channel Variable from the dropdown list. All the Channel Variables added while you created the channel are available for selection.

   5. Click Save to complete.

Editing and Deleting LCM Key Mapping

To edit an LCM Key mapping,

1. Click the Edit button on the tile of the LCM Key Mapping that you want to edit.

2. Update the required details.

3. Click Update to complete.

To delete an LCM Key mapping,

1. Click the Delete button on the tile of the LCM Key Mapping that you want to delete.

2. Click OK on the confirmation dialog box to confirm.

You have now completed the following tasks under Acqueon Campaigns configuration:

• Configured Channels

• Completed LCM Key Mapping

Navigate to the Field Mapping section next.