A transformation is applied via the input filter and modifies the information. It is not advised that you modify a LiveVox created transformation, as they are used for functions not explained in this guide. Creating or copying/adjusting a LiveVox transformation is the easiest way to reproduce/tweak functionality without impacting production.
- Select the Transformation tab.
- Click the Add Transformation button at the bottom left.
Transformation Example
A valuable transformation is the set_extra_from_multiple_source tool. The major use for this transformation is to consolidate data from multiple non-ACD (agent desktop) readable database fields (such as custom_1 or customcol 1) into a single ACD readable DB field. Candidates for this ACD readable field are EXTRA_7, EXTRA_11, EXTRA_13, EXTRA_14, and EXTRA_15.
There is a character limit of 100 for EXTRA_7, 50 for EXTRA_11, and 200 for EXTRA_13, EXTRA_14, and EXTRA_15.
To create this transformation, perform the following:
- Select Add Transformation.
- Set the Module Type to RowTransform.
- Select the Module set_extra_from_multiple_source.
- For "EXTRA_FIELD_NAME" type in exactly the name of the extra DB field not already in use elsewhere in the input file where the custom fields will be stored. Example: EXTRA_13
- For "SOURCE_FIELD_LIST" type in the names of the original data locations exactly as they appear separated by commas. Do not include any special characters or spaces. Example: CUSTOM_1,CUSTOM_2,CUSTOM_3,CUSTOM_4,CUSTOM_5,CUSTOM_7,CUSTOM_8
- Select Ok.
- Click Save Transformations to save updates.