Tracking CLM Activity Anonymously
Customers can report on CLM activity in the media player even if an account is not selected or an account that opted out of tracking is selected. Standard tracking normally recorded during a CLM session is automatically saved on the multichannel_activity__v and multichannel_activity_line__v objects. This allows CLM activity to be saved and analyzed anonymously when users do not have consent to track activity for specific accounts.
Who can use this feature?
- iPad Users
- Users do not require an additional license
- End Users
Configuring Anonymous CLM Tracking
End Users
To enable anonymous tracking for end users:
- Ensure Configuring CLM is complete.
- Grant the following permissions:
Object
Object Permissions
Object Types
Fields
Field Permissions
multichannel_activity__v
CRE
clm__v
- media_preview__v
- mobile_id__v
- object_type__v
- start_datetime__v
- training__v
Edit
name__v
Read
multichannel_activity_line__v
CRE
clm__v
- clm_presentation__v
- datetime__v
- duration__v
- event_type__v
- key_message__v
- key_message_vexternal_id__v
- mobile_id__v
- multichannel_activity__v
- object_type__v
- view_order__v
Edit
name__v
Read
- Ensure VMOCsfor the following objects are active for the appropriate platform and Meta Data Only is selected:
- multichannel_activity__v
- multichannel_activity_line__v
- Create custom fields for the multichannel_activity_line__v object to write data from call_clickstream__v object custom fields to the multichannel_activity__v object. Populate the field names for the custom fields using the following format:
- zvod_cc_[Field]__c where [Field] matches the field name for the corresponding field on the call_clickstream__v object
Custom fields on the multichannel_activity_line__v object must correspond to a field on the call_clickstream__v object to be tracked.
- Enable the Track CLM Media Preview Multichannel Setting with the appropriate value:
- 0 or NULL - Do not track use
- 1 - Track all media player use, including training
- 2 - Track training use only
To allow users to track CLM activity on calls as unassigned presentations and associate the activity with calls at a later time, see Tracking CLM Activity as Unassigned Presentations with Save for Later.
