Onreskill

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

Invoked any time an agent transfers a contact to an ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge queue. The Onreskill event is triggered when an agent requests to reskill a call and is also considered a new child contact. This event could be considered to be similar to a Begin action for the new child contact.

Since this action triggers the Onreskill event, it will never trigger in the trace with the original contact. To view the event when tracing the script in Studio, you must have continual traces turned on in the script that contains the Onreskill action, which creates a new trace with the new child contact that starts after the Onreskill action triggers. To turn on continual tracing, click Debug > Capture Script and select Continuous.

Dependencies

  • Onreskill is an event action.
  • If contacts are routed into one or more subscripts (using the RUNSUB action) prior to being routed into a queuing script , you must first return contacts to the main script before running the queuing script. Onreskill cannot work properly if contacts are routed directly to the queuing script from a subscript.
  • The Onreskill does not apply to a transfer of the contact to a specific agent, which invokes an Ontransfer action.
  • A transfer using Onreskill will override the ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge configuration with a “Transfer to” script.
  • An Onreskill branch acts just like an outbound call that just so happens to result in a new inbound call. The inbound portion of the contact will have a new contact ID but retain the original master ID.
  • Both portions of the contact should be logged using separate Logcall actions.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the Digital script type - a computer monitor with a smartphone next to it.

Generic

 Chat Phone Voicemail Work Item Digital

Properties

None

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.