Facts are needed in the “Discovery” process in which ISYL™ processes guide the User (either a live agent in a call center or a customer using a virtual agent on the web) through the information gathering needed to understand all the implications of the request. As a result of the Discovery process, a set of Facts will be captured in the ISYL™ session and used to get a complete and correct answer to the request. This section explains Dynamic Data Capture.

The illustration shows a set of Facts for the CSR demo. The ISYL™ DynaCap Wizard is used to define data capture Components to get Facts to go along with ISYL™ Script Steps. The canvas, the area with the blue background in the illustration, simply displays all the Facts defined for the DynaCap; this Canvas operates exactly as the Script Canvas. DynaCap must have at least one Fact; however, there is no current defined limit to the number of Facts that a DynaCap may contain.