Update Contact Digital

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

Icon for the Update Contact Digital action.

Allows you to update priority and proficiency ranges to broaden the pool of potential agents to handle the interaction. This allows you to broaden the pool of potential agents when certain conditions are met. You can define the initial conditions with other actions, such as Reqagent (digital), then use Update Contact digital to adjust them. Increasing the pool of agents helps to decrease a contact's wait time.


  • This action requires Digital Experience.
  • Before working with digital scripts, learn about the differences between traditional ACD scripts and digital scripts.
  • This action must be placed after the Reqagent (digital) action in your script.

Supported Script Types

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


Input Properties

These properties define data that the action uses when executing.




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.

Contact Id

The variable that holds the contact ID. The default for this field is {ContactId}.


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.

High Proficiency

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.

Low Proficiency

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.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.



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.

The path taken when the action doesn't execute properly. For example, when there's an unexpected problem, such as poor connectivity, syntax errors, HTTP error codes, and so on. The ERR variable should be populated with a condensed explanation of the problem.


The path taken when the specified contact ID is not valid.


Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).

Variable Details
<name> <all output var definitions in snippets. Follow the guidelines for properties. If no output vars, replace table with the outputVars/_None snippet>

Bullseye Routing

You can configure bullseye routing by using Update Contact Digitalactions within the IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both.. Bullseye routing refers to expanding or shrinking the agent pool to better manage contact wait time and ensure that interactions are assigned both to a qualified agent and in a timely manner.

If you use CXone WFM, review the documentation for your CXone WFM product before you set up bullseye routing. Determine the best practices and 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.