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Naming Standards (Fields and Tasks)

Consistent naming is one of the highest-leverage things you can do as a platform operator. It improves: - dashboard readability - search discoverability - task reuse across tenants - upgrade safety and supportability

This chapter defines recommended naming standards for Custom Fields, AI Tasks, and output attributes.

Custom Fields

Display Name (human-friendly)

Use a consistent prefix by category:

  • CX – CSAT
  • CX – NPS
  • CX – Sentiment
  • Conversation – Summary
  • Conversation – Topic
  • Sales – Lead Score
  • Sales – Competitors Mentioned

If your UI already groups fields (e.g., Display Group = “CX Metrics”), you can keep display names shorter (e.g., “CSAT”).

Computer name (stable identifier)

Recommended style: - lowercase snake_case - no spaces - stable forever once published

Examples: - csat - csat_explanation (if using separate explanation field) - sentiment_label - summary_text - topic_primary - call_reason

Avoid

  • changing computer names after tasks are mapped
  • using tenant-specific jargon for global fields
  • ambiguous names like score or rating

AI Tasks

Task Name

Recommended pattern: <Category> – <Insight> (<Channel>)

Examples: - CX – CSAT (Call) - Conversation – Summarization (Call) - Conversation – Topic (Call) - Sales – Competitors Mentioned (Call)

When omni-channel arrives, include channel only if the task is channel-specific.

Task Description

Include: - what it extracts - which fields it populates - any key filters (e.g., “Inbound only; duration > 15s”)

Versioning

For significant logic changes: - clone and suffix with v2, v3 - do not change the original task in place unless change is minor

Examples: - CX – CSAT (Call) v2

Output attributes (task ATTRIBUTE column)

Attributes should: - be stable identifiers - be short and specific - match the JSON key names

Examples: - csat - sentiment - topic - reason - outcome - explanation (only if you map it separately)

Recommendation: Align attribute keys with the destination field computer names where practical.

  • CX
  • Conversation
  • Sales
  • QA
  • Compliance
  • Operations

Use these consistently across fields and tasks.

Implementation notes

  • Custom Fields have both a display name (shown in UI) and an internal identifier
  • Display groups (e.g., "CX Metrics", "Sales Metrics") help organize fields in the UI
  • Provide a published "Global Field Catalog" and "Global Task Catalog" as reference documents
  • Lock or strongly discourage edits to field identifiers after initial publication