Queuecallback
This help page is for Desktop Studio. This information is also available for CXone Studio.
|
A variation of Callback without requiring a pre-existing live call. Queuecallback allows:
|
Supported Script Types
|
Phone |
Comparison of Similar Actions
The following actions have similar functions, but with some key differences:
- Callback: Allows an existing live call to be marked for callback when an agent becomes available.
- Queuecallback: Allows the user to add a callback without a preexisting live call.
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. |
PhoneNumber |
The phone number the action searches for in the queue callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. state in queue. The default value is {ANI}. |
CallerID |
The phone number displayed on the contact's caller ID when the callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. is returned by the agent.
The pricing for a call can change based on the Caller ID. Contact your account representative if you have any questions about which Caller ID numbers are valid. Defaults to {DNIS}. |
CallDelaySec |
The number of seconds between when the contact center agent picks up the phone and when the system dials the contact callback number. The maximum delay is 59 seconds. If you enter 60 seconds or more, agents will be placed in a refused state. |
Skill | Select an ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. If you select Default, the script uses the default skill set in the script when this action fires. If no skill is set in the script, it uses the skill assigned to the associated point of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address.. You can use a variable in this property. |
TargetAgent |
Select an agent from the dropdown if you want a specific agent to handle contacts routed by the skill you specify in the Skill property. For example, if you have an agent who is an expert in one niche field, you could set their name to take the contact when an agent is requested. You can use a variable in this field. For example, {AgentId}.If the target agent is unavailable, CXone queues the contact until they become available. If the target agent refuses the call, CXone routes the contact to any other available agent with the same skill. |
PriorityManagement |
A drop-down list to select the default Priority Management. The Priority Management is configured in CXone when a new skill is created. The two options are:
|
InitialPriority |
Sets the Initial Priority of a contact as it enters the CXone queue. The priority Skill-based designation of the importance of contacts that determines delivery order. grows incrementally based on the function you select. When an agent becomes available, the contact with the highest priority in the skill set of the agent will be routed to the agent. Defaults to 0. |
Acceleration | The value of this property is the rate at which the priority of the contact will increase over time. The default value of 1 will accelerate the priority fractionally at the rate of 1 unit per minute. Set this property to 2 to double the rate of acceleration (for example, 2 units per minute). |
MaxPriority |
Represents the maximum priority of the contact while in queue. If several contacts reach the same Max Priority, the order of delivery to agents is undefined. Defaults to 1000. |
Sequence |
Define the prompt that the action plays. If the prompt is an audio file, enter the file name enclosed in double quotes. For example, "greeting.wav". If the prompt is text-to-speech, click the ellipsis button and enter the text you want the TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. service to read. Each segment must be enclosed in double quotes and include a string reference character to identify the type of information it is. For example: "%Your account balance is" "silence.wav" "${accountBalance}" For more information about formatting prompts in this property, see the Manage PromptsManage Prompts page.
|
ZipTone |
Select when you want the zip tone sound played to alert the agent of a new contact. Options are:
The default value is NoZipTone. This property replaces the Ziptone action. |
ScreenPopSource |
Select the source for screen pop information. Complete this field only if you want to incorporate screen pops into this action. Options are:
|
ScreenPopURL |
Specify the URL you want opened for the agent as a screen pop. You can use a variable in this property. The URL must be complete, including the http://. For example, http://www.yourdomainhere.com. You can append additional information to the end of the URL using variables from Assign actions earlier in the script. The ScreenPop property of the Assign action must be set to True for each variable you want to append to the URL. You also need to modify the ScreenPopURL to include the variables as parameters. Use this format: http://www.yourdomainhere.com?var1=value1&var2=value2 You can customize the title of the tab that pops up in the MAX interface by appending the icAgentPanelTitle= parameter to the URL. The URL specified in this property opens in the default browser. The screen pop appears for the agent when the ACD decides to route the contact to that agent and changes the contact's state to Routing. If you want screen pops to appear at a different time during an interaction, you can use the Runapp action. |
|
Enter the highest skill proficiency an agent can have to receive a contact from this action. Proficiency values are whole numbers from 1 to 20, with 1 being the best and 20 being the worst. |
|
Enter lowest skill proficiency an agent must have to receive a contact from this action. Proficiency values are whole numbers from 1 to 20, with 1 being the best and 20 being the worst. |
|
Select the specific attribute to use in the routing criteria. When requesting agents, only agents with the specified Skill and RoutingAttribute combination are selected to receive contacts. Use the UpdateContact |
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. |
Error |
Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem. |