Queuevm

This help page is for Studio. This information is also available for Desktop Studio.

Four horizontal lines with a cassette tape shape.

Targets a recorded file to be queued to an ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge or target agent in order to allow those agents to quickly handle recorded messages while still effectively handling other calls.

Dependencies

Queuevm is typically used after a Record action.
A voicemail ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge must exist for your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment.

Supported Script Types


Generic	Email	Chat	Phone	Voicemail	Work Item	SMS

Input Properties

These properties define data that the action uses when executing.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
File Name	The name of the file that will be placed in queue. Must include the file path from the business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment Root folder.
Skill	Select an ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. If you select Default, the script uses the default skill set in the script when this action fires. If no skill is set in the script, it uses the skill assigned to the associated point of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address.. You can use a variable in this property. The voicemail will be placed in the queue for this skill.
From	User-defined description of the work item origin. Defaults to the ANI (automatic number identification) Also known as caller ID. Listed phone number of an incoming voice call. of the caller.
To	This property is the email address of the new recipient(s) in the format: name@host.com. Variable substitution can be used in this property. Defaults to the DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls. of the caller.
New Contact ID Var	Tracks the new contact ID of the work item that gets spawned.
Target Agent	Select an agent from the dropdown if you want a specific agent to handle contacts routed by the skill you specify in the Skill property. For example, if you have an agent who is an expert in one niche field, you could set their name to take the contact when an agent is requested. You can use a variable in this field. For example, {AgentId}.If the target agent is unavailable, CXone Mpower queues the contact until they become available. If the target agent refuses the call, CXone Mpower routes the contact to any other available agent with the same skill.
High Proficiency	The highest skill proficiency an agent must have in order to receive a contact. Proficiency values are whole numbers from 1 to 20, with 1 being best and 20 being worst.
Low Proficiency	The lowest skill proficiency an agent must have in order to receive a contact. Proficiency values are whole numbers from 1 to 20, with 1 being best and 20 being worst.
Routing Attribute	Select the specific attributes to use in the routing criteria. When requesting agents, only agents with the specified Skill and RoutingAttribute combination are matched. When used for routing decisions, you can use the UpdateContact action to change or remove the routing attributes later in the script. The default option is Not Applicable. You can use a variable for this property.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
Error	Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.