Agent Workflow Configuration

Executes CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. workflows when triggered by an agent in CXone Agent or CXone Agent Integrated. Agent Workflow Configuration is a required part of scripts used in the integration of certain CXone agent applications and a CRM application. With this Studio action, you can assign a CRM workflow to each of three possible actions that agents can perform in the agent application. Agents can:  Perform a second-level search in the Activities section of the customer card. This displays more information about the results of the first search. Add timeline information to a record in the Activities section of the selected customer card. Add ACD data to a field in the CRM record. You can map the data to the field where you want the data stored. You can learn more about data mapping for CXone Agent, CXone Agent Embedded, or CXone Agent Integrated. This action is located on the Framework tab in Studio.

Dependencies

• Your agents must use one of the following actions: CXone Agent, CXone Agent Integrated, or CXone Agent for Microsoft Teams.
• You must have at least one CRM integration set up on the Agent Integrations page in CXone. It must have at least one workflow configured. Information about adding workflow configurations is available for CXone Agent, CXone Agent Embedded, and CXone Agent Integrated.
• To use the configuration wizard in this action, you must be logged in to CXone or log in to Studio using the Login button with your CXone user name and password. If you log in with the Login with Session ID button when you are not logged in to CXone, the wizard will not apspear. This is because access to the wizard depends on Global Authentication, which is only used when you log in with your CXone user name and password.
• Agent Workflow Configuration must be used with the Agent Workflow Execute action. These actions can only be used in CRM integration scripts.
• Each Agent Workflow Configuration action can support one CRM integration.
• The Studio Framework tab must be enabled for your CXone tenant. Contact your CXone Account Representative for more information.

Supported Script Types

Phone	Digital

Input Properties

These properties define data that the action uses when executing.

Property	Description
Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.
AgentUser ID	The default variable for agent ID. This field shouldn't need to be modified.
SearchWorkflow	The system-created payload for the workflow you selected for the Search action using the Agent Workflow Configuration wizard. To modify this field, double-click the action and select a new option.
TimelineWorkflow	The system-created payload for the workflow you selected for the Timeline action using the Agent Workflow Configuration wizard. To modify this field, double-click the action and select a new option.
dataMemorializationWorkflow	The system-created payload for the workflow you selected for the Data Memorialization action using the Agent Workflow Configuration wizard. To modify this field, double-click the action and select a new option.
SearchCacheKey	The name of the variable defined in the Cache Key output property in the WORKFLOW EXECUTE action. SearchCacheKey passes information from the search results to the CXone Agent application.
SearchInput	The dynamic search option selected in the Agent Workflow Configuration wizard. The search option uses the specified SearchWorkflow display search results when the agent clicks Refresh.

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.
Success	Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).
InvalidAgentId	The path taken when the agent ID is not valid.
AgentNotConnected	The path taken when the agent is not connected.
InvalidWorkflowConfigData	The path taken when the workflow configuration data is not valid.

Select Actions and Workflows

1. Double-click the Agent Workflow Configuration action in your script to launch the Custom CRM Configurations wizard.

   View image

   
2. Select the Custom CRM Configuration you want this Agent Workflow Configuration action to use. If the drop-down list is empty, you must set up a configuration before continuing. You must choose the same configuration in both the Agent Workflow Configuration and Workflow Execute actions in this script.

3. Select one or more Actions that you want agents to be able to perform when this script runs.

   Learn more about action types

   Field Value	Details
   Select All	Select all three actions, described below.
   Create Timeline	Agents can add timeline information to the Activities section of the customer card.
   Data Memorialization	Agents can add data from the selected record in the Activities section of the customer card to the record of the current contact. You determine the data that can be added by mapping it for this CRM in the Agent Integrations page in CXone. See the CRM integration steps for your organization's CRM and the agent application you use.
   Search	Agents can perform a second-level search. After performing an initial search, they can search again to reveal more information about the initial search results. The Search must be selected to have any search records displayed in the Customer Card.

4. In the Workflow Mapping section, select the workflows that you want to assign to the Actions you selected. You can only select one workflow per action. The Action column shows which action each workflow option corresponds to.

   The following example image shows the workflows available for ServiceNow. If you use a different CRM, the options will be different.

   View image

   
5. If you want to change a workflow mapping, clear the first selection before choosing a new workflow. If you want to remove all selected mappings, select the checkbox in the column header.
6. Click Next.
7. Verify your selections on the Custom CRM Configurations Updated window. If you need to change a selection, close the window and make your change.
8. Click Save on the Custom CRM Configurations Updated window to apply your selections to the Agent Workflow Configuration properties.

Script Example

The following example shows the Agent Workflow Configuration action being used to integrate a CRM application with CXone Agent, CXone Agent Embedded, or CXone Agent Integrated. You can find more information about using the action, including a sample script to download, on the help page about the integration process.