Onreskill
This help page is for CXone Studio. This information is also available for Desktop Studio.
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Invoked any time an agent transfers a contact to an ACD skill 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.
- 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 over-ride the ACD skill
Used to automate delivery of interactions based on agent skills, abilities, and knowledge configuration with a “Transfer to” script.
- An Onreskill 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
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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 |
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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. |