OnAssignment

Creates a new branch in the script when a contact is delivered to a live (human) agent. This includes when a contact is transferred from one live agent to another. For example, when one agent transfers a contact to a second agent, the script repeats the branch that starts with the Onassignment event action. When this happens, the IsTransfer property is set to true and all PriorAgent properties are completed with the first agent's details. If the first agent transfers a contact to a new skill, the script repeats the branch starting with Onassignment when the contact is routed to a second agent. In this case, IsTransfer is false and all PriorAgent properties are empty.

Dependencies

• This action requires Digital Experience.
• Before working with digital scripts, learn about the differences between traditional ACD scripts and digital scripts.
• This action only triggers when a contact is delivered to a live agent. If you want it to also trigger when a contact is delivered to a virtual agent, include the global:__isTriggerBotAssignmentEvents variable in the script and set it to 1. You can include the variable using either an ASSIGN or a SNIPPET action
• If you want this action to trigger on delivery to virtual and live agents in all of your scripts, contact your CXone Account Representative. They can enable this behavior as the default in your CXone system. When you have this behavior enabled, you can override it on a script-by-script basis by including the global:__isTriggerBotAssignmentEvents variable in the script and setting it to 0.
• Onassignment is an event action.

Supported Script Types

Digital

Input Properties

These properties define data that the action uses when executing.

You can use variable substitution in all of the properties of this action.

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.
AgentFirstName	The first name of the agent handling the contact.
AgentID	The agent ID of the agent handling the contact.
AgentLastName	The last name of the agent handling the contact.
IsTransfer	Indicates whether this contact has been transferred to another agent. Values are 1 (true) or 0 (false). For example, if a contact is transferred from one agent to another, the value is 1 (true). However, if an agent transfers a contact to a new skill the value is 0 (false).
PriorAgentID	The agent ID of the last agent who handled the contact, if this is a transfer.
PriorAgentFirstName	The first name of the last agent who handled the contact, if this is a transfer.
PriorAgentLastName	The last name of the last agent who handled the contact, if this is a transfer.
PriorUserID	The CXone employee ID of the prior agent who handled the contact, if this is a transfer.
SkillID	The ID of the ACD digital skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge currently assigned to the contact.
SkillName	The name of the ACD digital skill currently assigned to the contact.
UserID	The agent's unique CXone employee ID.

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.