Indicate

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

Extends the agent interface with custom functionality, specifically an icon that the agent clicks to initiate the custom function. These icons in the agent interface can be used to run or signal a script, open a URL, or build basic web-based forms and process their data.

Dependencies

An indicator must also be turned off in the script or it will continue to appear in the agent interface after the contact has ended. Typically, two Indicate actions are used, one to turn the button on and another to turn the button off.
Because the Indicate action is so flexible, be very careful programming and test the script thoroughly.
Ensure that the link used with the Image File property is valid. A broken link can cause severe performance issues for your CXone servers.
MAX uses a predefined set of images for all indicators, based on the Action Type. Specifying an image with the Image File property with MAX won't change the images that agents see.

Supported Script Types


Generic	Email	Chat	Phone	Voicemail	Work Item	SMS	Digital

Comparison of Similar Actions

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

Runapp: Initiates custom functionality from the script, specifically launching a form, webpage, or application.
PopURL: Opens webpage URLs and provides options for the location and styling of the panel that pops the webpage.
Indicate: Extends the agent interface with custom functionality, specifically an icon that the agent clicks to initiate the custom function. This is similar to Runapp, except that with Indicate, the Action Type is initiated by the script rather than the agent.

Input Properties

These properties define data that the action uses when executing.

This action's properties change dynamically as you configure them. For example, if you select Agent as the Target, the next field changes from Contact ID to Agent ID.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
Target	Select the recipient type from the drop-down: Agents, Team, Skill, Everyone, or Contact. The Everyone option has been deprecated. Do not select it.
Target Id Contact ID, Agent ID, Team	The ID of the target, such as an agent ID. The name of this property varies depending on the Target you choose. Variable substitution is commonly used for this property.
Name	This property is the name or key used to identify the value. This can be any name or number. Names are not case sensitive. If you have multiple Indicate actions in use, this name is used to track which Indicate action is turned on or off.
Image File	The URL of an image file in the tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment directory on the CXone file server. This is the image that agents will click on. The file must be a GIF, JPG, or PNG and 16x16 pixels in size. This property is required when using the Indicate action in Salesforce Agent or Salesforce Agent Lightning. Warning A broken link for ImageFile can cause severe performance issues for the associated tenant. When using custom icons, it is important to verify that the link is accurate.
Tooltip	The text that appears when the mouse cursor hovers over the indicator icon or text.
State	A drop-down list of either On or Off to determine whether or not the indicator will be displayed. Typically, you need two indicate actions with the same name: one to enable the button, and one to disable the button.
Action Type	Run Exe: Runs a local executable. This option uses a Java plugin that only works with Internet Explorer, which CXone does not support: do not select this option. Enter the path to the executable in the URL field. Open URL: Opens the default web browser to the URL specified in the URL field. Spawn Script: Spawns the script specified in the Script Name field and passes the specified Skill # and Parameters. Signal Script: Signals the script specified by the ID in the Contact IDfield and passes Parameters. Show Custom Form: Launches a custom HTML form. Paste the HTML code for the form into the HTML property. The captured data from the custom form triggers the ONDATA event action in the script.
URL	Specify the URL to open. This property only appears if you select Open URL or Run Exe as the Action Type. For Open URL, you must use a fully qualified domain name and URL. Query string parameters are supported. For example, http://www.example.com/file.asp?ANI={ANI}. You can also customize the title of the tab that pops up in the MAX interface by appending the icAgentPanelTitle= parameter to the URL. For Run Exe, you must use a local executable that resides in the Windows path or with the full path entered in the URL field. The file path must include double back slashes (\\) in the path. For example, C:\\Program Files\\CXone\\studio.exe. Most modern browsers do not support running executable programs. If you want to use this type, ensure that your agents use a compatible browser.
Script Name	Enter the full path to and the name of the script that you want to spawn. The path must be a relative path starting at the folder where the current script is located. You must also specify the Skill#. This will be passed into the spawned script. You can specify any additional Parameters that you want to be passed into the script. This property only appears if you select Spawn script as the Action Type.
Skill#	Enter the number of the ACD skill to pass into the spawned script. You must also specify the Script Name that you want to spawn. You can specify any additional Parameters that you want to be passed into the script. This property only appears if you select Spawn script as the Action Type.
Contact ID	Enter the ID of the script you want to signal. Typically this is the contact ID. By default, this property uses the {contactId} variable. You can also use {masterID} to signal the parent script, or something like {spawnID} to signal a child script. This property only appears if you select Signal script as the Action Type.
Parameters	Specify any additional parameters to pass into the spawned script or the script that's being signaled. Adding parameters is optional. This property only appears if you select Spawn script or Signal script as the Action Type.
Html	Enter the HTML for the custom form that you want to launch. You can use any standard form input fields, including Input, Textarea, Password, Checkbox, Radio, Select, Button, and Submit. However, do not include the <form> tags. When you add fields: Each input field must contain a name. Fields without a name will be ignored. For example, <input type="text" name="phone">. Names and values are returned to the script as variables using the Ondata action. If the script is missing the Ondata action, then the form will be useless. Form fields that support multiple values, such as Checkbox and Select, will contain a comma-separated array. Multiple submit buttons can be used using the same or different names, but any submit button will submit the data and close the window. If you want a button that doesn't submit, then use a button rather than a submit. Linked stylesheets are not supported, but inline styles are supported. For example, <div style="position: absolute; left: 10px; top: 100px;">. JavaScript will work when linked to an external script, but content must be HTTPS to avoid errors. For example: `<script type="text/javascript" src="https://www.example.com/test.js"></script> <INPUT TYPE="button" NAME="button" Value="Click" onClick="MyFunction(this.form)">` This property only appears if you select Signal script as the Action Type.

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.

Tips and Tricks

Fieldset and Legend are supported for laying the forms out in a more readable fashion. Inline styles could be applied to the HTML entities. For example:

<fieldset>
	<legend>Gender:</legend>
	<input type="radio" name="gender" value="male"/>Male
	<input type="radio" name="gender" value="female"/>Female<br/>
</fieldset>

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.

This example demonstrates how to incorporate the Indicate action into a script. It includes examples of how to pass different types of data to the spawned script. An example of a spawned script is included in the downloadable ZIP file. 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.

Download this script.