I have a column which displays KVP of the call when agent is on a call. It displays numbers. I want to create an action to change the numbers to names… can I do it?
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How many different combinations do you have for this value?
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Why not just attach the name value to the call? Then create a filter for it within stat server.
You could also use business attribute “ReasonCode” and see the value using the ExtendedCurrentStatus statistic.
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Solution- I created another column with formula script - based on certain value, display the message. and in the workspace view, I hid the column displaying the number 