Automation Schedulers

Schedulers repeatedly run the associated job at a specified interval of time.

Contact center administrator Akela Wolfe wants to remove contact data after a certain number of days in order to be compliant with data protection policies, such as GDPR.

To accomplish this automated process, Akela creates a scheduler. Set sets the Interval to execute daily at midnight and applies the following condition:

  • End user last modified time—allows her to specify if she wants to target contacts that are newer or older than a specified time. Akela sets the condition to target contacts older than 90 days.

Then, she creates a delete end user's name in all identities job and assigns it to the scheduler.

With this configuration, all contacts that are older than 90 days will have their data deleted from CXone. This job will run every day at midnight because Akela used a scheduler.

Create a Scheduler

  1. Click the app selector and select ACD.
  2. Go to Digital > Automation Schedulers.
  3. Click Add scheduler.
  4. Enter a Name for the scheduler.
  5. Enter the Interval to execute. This field must be populated using Crontab format. For examples of how to write your desired interval in this format, visit https://crontab.guru/examples.htmlicon indicating that this link leads to an external site..
  6. Use the Data set drop-down to select if the Scheduler will affect Cases, Messages, or the End User.
  7. If you have folders that organize your schedulers, you can select which folder to put this scheduler in from the Folder drop-down.
  8. Click Save.
  9. From the detail page, click Activate when your scheduler is completely configured.

Add a Condition

If you entered a value in the Delayed execution field when you created a trigger, make sure your condition configurations do not exceed that time. For example, if you set the Delayed execution time to 86400 seconds, or 24 hours, you cannot add a Contact status update time condition with a time period greater than 1 day.

  1. From the detail page, click Add Condition.
  2. Use the drop-down to select the condition you want. Refer to the table below for a list of conditions available for what you just created.
  3. Click Select.
  4. Some conditions require additional configuration. Refer to the table below for instructions.

Available Conditions

Condition Type Details and Instructions
Custom condition

Execute jobs based on the response from the specified URL endpoint. The response from the endpoint should return boolean (true or false). This condition works for contact center triggers, proactive triggers, and schedulers.

  • Enter the URL that returns the result of your rule.
Custom script

Execute jobs based on the script you write in Primi language. This condition works for contact center triggers, proactive triggers, and schedulers.
Date and time

Executes jobs during or outside of specified time frames.

  1. Click Select. This opens a new page.
  2. Select a radio button to Include selected days and times or Exclude selected days and times.
  3. From the drop-down, select Day of the week or Date range.
  4. For Day of the week, select the checkbox for any day that should be a part of the condition.
  5. For Date range, type or use the pop-up calendar to select a start and end date.
  6. Use the Choose time slot options to specify times of day for this condition.
  7. Click Save. This redirects you to the trigger detail page.

Jobs can process up to 500 contacts at a time. If you need to process more, have the job run more than once per day at different times.

End user last modified time

Execute jobs if it has been a defined timeframe since the end user last modified the case.

  1. From the drop-down, select Is older or Is newer.
  2. In the first field, enter a number of days. This value cannot be negative.
  3. In the second field, enter a number of hours from 0-23.
  4. In the third field, enter a number of minutes from 0-59.
Probability of Execution

Executes jobs based on a probability percentage. This condition works for contact center triggers, proactive triggers, and schedulers.

  1. Use the slider to select a percentage. 100% means the job executes every time. 0% means the job never executes.
  2. Click Save.

Add a Job

  1. From the detail page, click either Add new job or Add existing job, depending on if the job you want already exists.

  2. If you clicked Add new job, follow the steps to create the job you want. These steps can be found on the individual help page for that job, located in the menu on the left of this page.
  3. If you clicked Add existing job:
    1. Use the drop-down to select the job you want.
    2. Click Add.