Reqagent

ReqAgent action icon

Requests an agent with a specific ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge and proficiency in that skill to handle an active contact.

If you want to adjust the proficiency or other settings based on length of time in queue, you can do so by adding the UpdateContact action to your script. Typically, a Music action would be placed between ReqAgent and UpdateContact.

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

Reqagent can also be used with digital type scripts.

Properties

Property Details
Skill Select an ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. If you select Default, the script uses the default skill assigned to the associated point of contact.
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

Select DefaultFromSkill if you want the system to use the priority management from the skill you selected in the Skill field.

Select Custom if you want to override the priority settings for the skill and specify different handling. Set the levels you want this action to use in the InitialPriority, Acceleration, and MaxPriority fields.

InitialPriority

Specify the base priority of the contact as it enters the system. You only need to complete this field if you are defining Custom PriorityManagement for this action.

Acceleration

Determines how quickly the priority increases with every minute the contact stays in queue. The default value is 1. The minimum value is 0 and the maximum priority is the value configured in the MaxPriority property.

For example, if the InitialPriority is 4 and you set Acceleration to 1, then with each passing minute that the contact is not handled, the priority increases by one. If the contact is still in queue after three minutes, the priority will be raised to 7.

You can set InitialPriority for one skill lower than for another skill, but if you set Acceleration for that skill higher, it can jump spots in the queue. For example, you set Skill A's InitialPriority to 1 and Acceleration to 5. You set Skill B's InitialPriority to 3 and Acceleration to 1. Initially, a contact for Skill B will be first in queue because it has a priority of 3, but after one minute, a contact for Skill A will take its place at the top because its priority will be 6.

CXone combines the acceleration value with the time the interaction has been in queue and the initial priority using the formula Overall Priority = (Time * Acceleration) + Initial Priority.

You only need to complete this field if you are defining Custom PriorityManagement for this action.

MaxPriority

Specify the maximum priority that a contact using this skill can have. You only need to complete this field if you are defining Custom PriorityManagement for this action.

Sequence

Enter the name of the audio file you want this action to play to notify the agent of a new contact. Enter the name in double quotes, such as "newContact.wav". If necessary, you can upload an audio file to Studio to use for this action.

If you don't specify an audio file, the action uses the default zip tone.

ZipTone

Select when you want the zip tone sound played to alert the agent of a new contact. Options are:

  • No ZipTone—The system does not play a zip tone.
  • After Sequence—The system plays a zip tone after the audio file defined in the Sequence property.
  • Before Sequence—The system plays a zip tone before the audio file defined in the Sequence property.

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:

  • DefaultFromSkill—Uses the information set in CXone for the skill. This is the default value.
  • UseOnPageOpen—Runs the Onpageopen action.
  • Custom—Uses the URL you provide in the ScreenPopURL property.
ScreenPopURL

Specify the URL you want opened for the agent as a screen pop. The URL opens in the default browser. Provide the entire URL as a string, 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.

HighProficiency

The highest skill proficiency an agent must have in order to receive a contact. Proficiency values are whole numbers from 1 to 20, with 1 being best and 20 being worst.

LowProficiency

The lowest skill proficiency an agent must have in order to receive a contact. Proficiency values are whole numbers from 1 to 20, with 1 being best and 20 being worst.

RoutingAttribute

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 action to change or remove the routing attribute later in the script. The default option is Not Applicable.

Branches

Branch Details

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 other branches are not defined.
OnError Path taken when the action fails to execute properly.

Tips & Tricks

  • If an agent is immediately available, the contact is routed to that agent. If the agent is not available, the contact is placed in queue.
  • An Onanswer event is triggered when the agent answers the contact.
  • Before you implement bullseye routing, review your WFM documentation to determine best practices and to understand the potential forecasting impacts of using bullseye routing with proficiency ranges, routing attributes, or both.
    • If you use IEX WFM, review the Distribution Rules Guide.
    • If you use CXone WFM, review the online help.

Phone Script Example Using Reqagent

In this example, Begin triggers a Menu, which uses synthesized text to tell the caller to press 1 to speak to a contact center agent. If an agent is not immediately available, a loop plays music for 30 seconds, waits for five seconds, and repeats until an agent answers the call.

Sample script using these actions in order: Begin, Menu, Reqagent, Music, Wait

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