QUEUEWI

Generates new work item Customizable method of delivering contacts to an agent via Studio scripts. contacts from an external system, typically for routing to an agent. This action is used in monitoring scripts that query the external system for work items. Monitoring scripts are used in conjunction with work item routing scripts that actually queue up the work items for agents. Work item routing scripts have the OnAnswer event that can process any needed marquee or screen pops A pop-up window with information about the contact that appears on an agent's screen after an event such as connecting to a contact. of the data.

Dependencies

• The work item point of contact is different from other APIs. Instead of using the GUID in CXone Mpower, it must be in the format of ID - Name, for example: 123456 - workItemPOC.
• Before work item contacts can be generated, a work item ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. and work item point of contact must be created in CXone Mpower and referenced at some point in the workflow.
• Queue wORK iTEM does not have payload restrictions. However, CXone Mpower has a 50 KB payload limit for handling both persistent and real-time work item points of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address.. It's recommended that payloads for all work item points of contact stay within this limit.

Supported Script Types

Chat	Phone	Work Item

Input Properties

These properties define data that the action uses when executing.

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.
Work Item ID	A user-defined unique ID for this work item.
Work Item Payload	User-defined field for passing payload-specific information to a work item contact. If you want to pass JSON as a string in this property, you must first escape any JSON-specific characters. The API services cannot properly parse the content, therefore this field would be empty without first escaping the necessary characters. Also, this field would contain <WorkItemPayload i:nil="true"> in the trace after firing in the script if you have not escaped the necessary characters.
Work Item Type	Defines a type for the work item.
From	User-defined description of the work item origin.
Point Of Contact	Select an existing point of contact from a drop-down. This is the point of contact that will handle this work item.
Contact ID (Out)	Tracks the new contact ID of the work item that gets spawned.

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.
Success	Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).
InvalidSecurityUser	The path taken when the security user identified
InvalidPointOfContact	The path taken when the specified point of contact is not valid.
PortLimitExceeded	The path taken when the system does not have available ports.
SystemError	The path taken when the system experiences an error.
ParameterValueOverSizeLimit	The path taken the specified parameter's value is over the size limit.