Managing Fields

Reading Time: 4 minutes

Fields contain the database column names and are created automatically when you import a database file. You can also import them manually. The system automatically adds unique ID numbers to each field.

Table of Contents

Field Categories

Field category Description
System field A default, system-generated field.
Project field A manually-created or imported field.
Index field Any index field inserted as the first column in a database update file. It tells the system which records you want to update.

Field Types

Field type Description
Text This type of fields can contain alphanumeric characters, for example, the record’s name or address.
Simple This type of fields can contain multiple items (alphanumeric characters), but the agent can only select a single item.
Multiple This type of fields can contain multiple items (alphanumeric or numeric characters), and the agent can select more than one item.

To Import Fields

  1. Select a project from the project list, then select Database > Fields.
  2. Select Actions > Import fields and values.
  3. An import wizard window pops up. Navigate to the CSV or TXT file you want to import and select it. Press Open.
  4. Press Next, then press Finish.

Note: A field import file must contain name, type, and value column names.

VCC Live import fields screenshot

To Manually Create a New Field

  1. Select a project from the project list, then select Database > Fields.
  2. Select Create new field.
  3. Enter the Unique identifier.
  4. Enter the Label. This is the field name that the agent will see.
  5. Select a field type in the Type drop-down list.
  6. Press Create field.

To Modify Field Type (Text, Simple, Multiple)

  1. Select a project from the project list, then select Database > Fields.
  2. Select an existing field, then select a field type in the Type drop-down list.
  3. Press Create field.

Note: When using a multiple-value type field in a script, it needs to contain a control that allows for the selection of multiple values. Read about controls you can add in the Types of Controls section.

To Add a Single Value to a Field

  1. Select a project from the project list, then select Database > Fields.
  2. Select an existing field, then select One value tab in the right column.
  3. Enter a name for the value in the Name text field.
  4. Enter an Export value. When you export the fields database, this will substitute the field values.
  5. Enter a Description, Agent commission and Call center commission.
  6. Press Add values.

To Add Multiple Values to a Field

  1. Select a project from the project list, then select Database > Fields.
  2. Select an existing field, then select the Multiple values tab in the right column.
  3. Enter a value name and export value, separated by a vertical bar character. Enter the next value in the next line.
  4. Press Add values.

Tip: Using export values can be beneficial when you use complete words as a field value, but export the fields into a database that, for example, cannot handle characters with accents.

VCC Live Adding Field values screenshot

To Mark or Unmark a Field as Indexed

  1. Select a project from the project list, then select Database > Fields.
  2. Select an existing field.
  3. Mark or unmark the Indexed checkbox.
  4. Press Create field.

Note: Enable only if you wish to use the database field for skills-based routing, quota tools, database updates, or make it searchable in the records list. Up to 10 fields can be selected.


There are no comments yet.
Subscribe to our newsletter
or Contact us!
Please note that by subscribing to our newsletter, you agree to receive regular email messages from VCC Live® about service related news and updates. By subscribing to our newsletter, you also agree that VCC Live® will use your data in accordance with the applicable Privacy Policy until you unsubscribe from the newsletter.