Reqagent (Digital Scripts)

This help page is for Desktop Studio. This information is also available for CXone Studio.

ReqAgent action icon

Requests an agent that has a specific digital skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge to handle an active contact.

This action is similar to the Reqagent action for other script media types, but it has some differences. Both request an agent to handle an interaction. However, CXone handles digital interactions differently from other media types. Because of this, the Reqagent (Digital) action works differently:

  • The Reqagent action for all other media types puts contacts into the Queued state from the Prequeue state.
  • Contacts on digital channels are already in a queue with the Queued state when the script reaches the Reqagent (Digital) action. Therefore, Reqagent (Digital) is not required in a digital script.
  • You can use Reqagent (Digital) to put a contact into a different queue, change the skill proficiency, or update the contact's priority.
  • With Reqagent (Digital), you can assign a priority to the contact, but you cannot change the contact's priority management.

Dependencies

Supported Script Types

The icon for the Digital script type - a computer monitor with a smartphone next to it.

Digital

The Reqagent action used with all other script media types has a separate help page.

Input Properties

All properties of this action accept variable substitution.

Property Details
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.

Skill Select the digital skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge (routing queueClosed The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case.) you want contacts routed to. Variable substitution is commonly used for this property.
Priority

Enter the priority of contacts for this skill (0-1000). For digital scripts, priority doesn't have acceleration or priority management. If you want to modify the priority, you can create Digital Experience workflow automation jobs.

HighProficiency

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.

LowProficiency

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.

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.

OnError

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.

Script Example

This is an example to show how this action can be used in scripts. It is not intended to be a complete script. Additional scripting may be required.

In this example, Begin triggers an Askcaller action, which gives the contact the option to contact sales or support. The Case action creates two custom branches, each of which connect to a digital Reqagent action. Branch 1 is configured with the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge for the Sales team and branch 2 is configured with the skill for the Support team.

The last action in this example is End. In digital scripts, the End action terminates the script, but not the contact. After the Reqagent action, the contact is passed into Digital Experience, where it stays until the end of the interaction, unless a workflow automation job calls another script.

An example of using Reqagent in a digital script.

Download this script.