Omnichannel for Customer Service – Slugs (aka Data parameter keys)

airly recently I created a post explaining the concepts of agent scripts and macros within Omnichannel for Customer Service, in that post I also introduced the concepts of slugs. A “slug” being a replacement parameter which allows us inject data parameters into macros etc. Slugs can be really useful to help you personalise how an agent operates, in this post I will expand on the concept of slugs.