Hidden fields are useful when you need to store data that is not visible to the agent. This may be for use in reports or in later calculations and external system queries within the script. For example, when importing a call list or referring to an external data source, you can map each of the fields in your script to each of the fields in your data source.
Bringing data values into hidden fields also enables you to carry out the following even if the data is not displayed in the script:
