End a Contact

This help page is for Desktop Studio. If you're part of the CXone Studio Controlled Release (CR) program, you can find this information in the CXone Studio online help. If you're not part of the CR program but want to be, contact your CXone Account Representative.

Designed to terminate an active contact based on the unique contact ID. This can be used in any media type or channel and forces the active contact to conclude upon proper execution. Typical uses cases would be in emergency scenarios, clearing stuck contacts from queue, terminating a specific script (i.e. spawned), or when using API calls to run your agent application.

If terminating a specific script, you can use the End action. To terminate an active voice contact within the same script, you can use the End a Contactaction.

Supported Script Types

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

The icon for the Email script type - a large @ symbol in a diamond.

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 SMS script type - a smart phone with a chat bubble coming out of it.

Generic

 Email Chat Phone Voicemail Work Item SMS

Comparison of Similar Actions

The following actions have similar functions, but with some key differences: 

  • Discard: Terminates an email script.
  • End: Terminates a phone, voicemail, SMS, or digital script. Does not terminate a digital contact, but terminates contacts in scripts with other media types.
  • End a Contact: Terminates the active contact. Does not terminate the current script.
  • EndText: Terminates an SMS workflow that doesn't include a Regagent action (for digitalClosed Any channel, contact, or skill associated with Digital First Omnichannel. channels only).
  • EndWi: Terminates a work item with a cause code. Does not terminate the current script.
  • Exit : Terminates a chat session and disconnects the chat contact.
  • Hangup: Terminates a phone script.
  • Return: Terminates a subscript and returns control to the originating script.

Do not use the Stop action to end a script. It does not terminate the script and leaves contacts running. This has a negative impact on the CXone servers.

Input Properties

These properties define data that the action uses when executing.

Property

Description
SecurityUser The output value of the SetSecurityUser action which authenticates a selected agent based on their permissions in the security profile. This field accepts variable formatted with curly braces ( { } ). The default value is SecurityUser (same default output value of SetSecurityUser).
ContactID The desired state to which the agent will be set after executing this action successfully. Options include Unavailable or Available and can be consumed as variables.

Output Properties

These properties contain variables that hold data returned from executing the action. They're available for reference and use when the action completes.

Property

Description
__DISCONNECTREASON TerminateScript

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.
OnSuccess Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).
OnInvalidContactID Path taken if the requested Contact ID is invalid.
OnUnauthorized Path taken if the SecurityUser does not have the correct roles/permissions in order to execute the API action.
OnInvalidSecurityUser Path taken when an invalid security user is used.