Indicate
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Extends the agent interface with custom functionality, specifically an icon that the agent clicks to initiate that functionality. Double-click the action to open a configuration wizard. |
Supported Script Types
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Generic | Chat | Phone | Voicemail | Work Item | SMS | Digital |
Properties
Property | Details |
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Target | Select the recipient type from the drop-down: Agents, Team, Skill, Everyone, Contact. The Everyone option has been deprecated. |
TargetIDs | The ID of the target, such as an agent ID or a skill ID. |
Name | This property is the name or key used to identify the value. This can be any name or number. Names are not case sensitive. If you have multiple Indicate actions in use, this name is used to track which Indicate action is turned on or off. |
ImageFile |
The URL of an image file in the tenant A broken link for ImageFile can cause severe performance issues for the associated MAX uses a predefined set of images for all indicators, based on the ActionType. Using ImageFile with MAX won't change the images that agents see. |
Tooltip | The text that appears when the mouse cursor hovers over the indicator icon or text. |
State | A drop-down list of either On or Off to determine whether or not the indicator will be displayed. Typically, you need two indicate actions with the same name. One to enable the button, one to disable the button. |
ActionType |
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ActionValue |
The value needed by the specified ActionType. Variables are supported in this property by encapsulating the variable in {braces}.
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Fieldset and Legend are supported for laying the forms out in a more readable fashion. Inline styles could be applied to the HTML entities. For example:
<fieldset> <legend>Gender:</legend> <input type="radio" name="gender" value="male"/>Male <input type="radio" name="gender" value="female"/>Female<br/> </fieldset>
Branches
Branch | Details |
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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. |
OnError |
Path taken when the action fails to execute properly. For example, when there is an unexpected problem (for example, poor connectivity, syntax errors, and so forth). The _ERR variable (with a single underscore character) should be populated with a condensed explanation of the problem. |
Tips & Tricks
- These icons in the agent interface can be used to run or signal a script, open a URL, or build basic web-based forms and process their data.
- An indicator must also be turned off in the script or it will continue to appear in the agent interface after the contact has ended. Typically, 2 Indicate actions are used - one to turn the button on, and another to turn the button off.
- Because the Indicate action is so flexible, be very careful programming and test thoroughly.
- The Indicate action has a wizard to step through the process. Double-click the Indicate action to start the wizard.