{"id":61901,"date":"2024-06-18T11:57:59","date_gmt":"2024-06-18T10:57:59","guid":{"rendered":"https:\/\/developer.kore.ai\/v10-2\/?p=61901"},"modified":"2024-06-19T11:20:47","modified_gmt":"2024-06-19T10:20:47","slug":"how-to-pass-meta-information-during-agent-transfer","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-2\/docs\/process-apps\/how-to-articles\/how-to-pass-meta-information-during-agent-transfer\/","title":{"rendered":"How to Pass Meta-information During Agent Transfer"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row type_default valign_top\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\">\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<p><span style=\"font-weight: 400;\">As part of your Virtual Assistant design, you can choose the scenarios where you want to hand off the conversation to human agents. As part of this hand-off, it is important to pass the current conversation context to the Agent Hand-off \/ CCaaS system. This information can be used in the CCaaS system to set the requisite skills, routing rules, and so on.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The XO Platform offers an extensible framework for handling agent transfer conversations. Within this framework, you can pass any additional metadata you want to share with the agent. This capability allows agents to access supplementary information about the user&#8217;s details or queries in advance, enabling them to handle the conversation more efficiently.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"How_this_works\"><span style=\"font-weight: 400;\">How this works<\/span><\/span><\/h2>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The XO platform has introduced a new agent metadata object. This metadata object is currently supported for ServiceNow and Genesys agent integrations, with each integration having its own dedicated metadata object. The naming conventions for these metadata objects are as follows:<\/span>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">ServiceNow Agent: &#8220;<\/span>ServiceNowMetaData&#8221;<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Genesys Agent: &#8220;<\/span>GenesysMetaData&#8221;<\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The XO platform offers a built-in utility function called &#8220;agentUtils.setMetaInfo&#8221; to facilitate the exchange of additional information with the agent metadata context object. Developers are expected to leverage this function to set any supplementary data they wish to share with the agent.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">This function can be utilized anywhere the platform allows the definition of JavaScript code, providing developers with flexibility in integrating custom metadata at various points within the conversational flow.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Set_the_additional_information_in_the_metadata_object\"><span style=\"font-weight: 400;\">Set the additional information in the metadata object<\/span><\/span><\/h2>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Before the agent transfer node gets executed in the platform, you need to set the additional information in the metadata object.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">For example, if you want to set the employee&#8217;s \u201cEmployee ID\u201d and \u201cDepartment\u201d in the metadata, a script can be used to set the information in the context, as shown in the screenshot below.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115142\/image3-1-7.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-61903\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115142\/image3-1-7.png\" alt=\"\" width=\"866\" height=\"535\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115142\/image3-1-7.png 866w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115142\/image3-1-7-300x185.png 300w\" sizes=\"auto, (max-width: 866px) 100vw, 866px\" \/><\/a><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The values from the context can be used to set the metadata.<\/span>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">For example, if you have collected employee data using entities and wish to pass the gathered entity values to the agent system, you can dynamically define the values by leveraging the entity information available within the context object.<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<pre style=\"padding-left: 80px;\">let metaData = {\r\n\u201cEmployeeID\u201d: context.entities.EmployeeID\r\n\u201cDepartment\u201d: context.entities.Department\r\n}\r\nagentUtils.setMetaInfo(\"GenesysMetaData\", JSON.stringify(memberInfo))<\/pre>\n<h2><span class=\"ez-toc-section\" id=\"How_to_access_the_Metadata_in_the_Genesys_agent\"><span style=\"font-weight: 400;\">How to access the Metadata in the Genesys agent<\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">As part of the Genesys Bot connector setup, you need to make Get and Set the participant data that needs to be transferred to the agent. <\/span>The metadata shared by you will be available in the form of attributes in the Genesys agent system. Then you need to set the attributes that need to be shared with the agent using the \u201cSetParticipantData\u201d action in the Genesys bot connector before transitioning to the \u201c Transfer to ACD\u201d action.<\/p>\n<p>Follow these steps:<\/p>\n<ol>\n<li>In the Genesys agent, c<span style=\"font-weight: 400;\">lick <strong>Add attribute<\/strong> in the \u201cSetParticipantData\u201d settings and provide the Key-value pairs that are passed as part of the metadata.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Click <strong>Save<\/strong> and then click <strong>Publish<\/strong>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115241\/image5-7.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-61906\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115241\/image5-7.png\" alt=\"\" width=\"1999\" height=\"999\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115241\/image5-7.png 1999w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115241\/image5-7-300x150.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115241\/image5-7-1024x512.png 1024w\" sizes=\"auto, (max-width: 1999px) 100vw, 1999px\" \/><\/a><br \/>\n<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Once the agent transfer call is initiated, the additional metadata is available to the agent at <\/span><b>Performance &gt; Workspace &gt; Interactions &gt; Interaction Selected &gt; Participant Data<\/b>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115655\/image1-11.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-61917 size-full\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115655\/image1-11.png\" alt=\"\" width=\"1984\" height=\"1055\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115655\/image1-11.png 1984w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115655\/image1-11-300x160.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115655\/image1-11-1024x545.png 1024w\" sizes=\"auto, (max-width: 1984px) 100vw, 1984px\" \/><\/a><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115357\/image4-3-5.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-61912\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115357\/image4-3-5.png\" alt=\"\" width=\"1999\" height=\"997\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115357\/image4-3-5.png 1999w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115357\/image4-3-5-300x150.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-2\/wp-content\/uploads\/sites\/45\/20240618115357\/image4-3-5-1024x511.png 1024w\" sizes=\"auto, (max-width: 1999px) 100vw, 1999px\" \/><\/a><\/li>\n<\/ol>\n<ul>\n<li style=\"list-style-type: none;\"><\/li>\n<\/ul>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row type_default valign_top\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"ult-spacer spacer-6aec7ff0e59d7\" data-id=\"6aec7ff0e59d7\" data-height=\"10\" data-height-mobile=\"10\" data-height-tab=\"10\" data-height-tab-portrait=\"\" data-height-mobile-landscape=\"\" style=\"clear:both;display:block;\"><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"As part of your Virtual Assistant design, you can choose the scenarios where you want to hand off the conversation to human agents. As part of this hand-off, it is important to pass the current conversation context to the Agent Hand-off \/ CCaaS system. This information can be used in the CCaaS system to set...","protected":false},"author":33,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[160],"tags":[],"class_list":["post-61901","post","type-post","status-publish","format-standard","hentry","category-how-to-articles"],"_links":{"self":[{"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/posts\/61901","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/users\/33"}],"replies":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/comments?post=61901"}],"version-history":[{"count":8,"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/posts\/61901\/revisions"}],"predecessor-version":[{"id":61921,"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/posts\/61901\/revisions\/61921"}],"wp:attachment":[{"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/media?parent=61901"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/categories?post=61901"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-2\/wp-json\/wp\/v2\/tags?post=61901"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}