Reqagent

Add Caption

Change the Caption to something that uniquely identifies this action in the script. The IVR Press Path report includes the action name and caption. Descriptive, unique captions make the reports easier to read and understand.

Select an agent from the dropdown if you want a specific agent to handle contacts routed by the skill you specify in the Skill property. For example, if you have an agent who is an expert in one niche field, you could set their name to take the contact when an agent is requested. You can use a variable in this field. For example, {AgentId}.

If the target agent is unavailable, CXone queues the contact until they become available. If the target agent refuses the call, CXone routes the contact to any other available agent with the same skill.

Allows you to specify how you want priority management handled for this action.

The default is DefaultFromSkill. This means the script uses the priority management defined in the Skill you selected.

Select Custom if you want to override the priority settings for the skill and specify different handling. Set the levels you want this action to use in the InitialPriority, Acceleration, and MaxPriority fields.

Specify the base priority of the contact as it enters the system. You only need to complete this field if you are defining Custom PriorityManagement for this action.

The priority Skill-based designation of the importance of contacts that determines delivery order. grows incrementally based on the function you select. When an agent becomes available, the contact with the highest priority in the skill set of the agent will be routed to the agent.

Determines how quickly the priority increases with every minute the contact stays in queue. You only need to complete this field if you are defining Custom PriorityManagement for this action.

The default value is 1. The minimum value is 0 and the maximum priority is the value configured in the MaxPriority property.

For example, if the InitialPriority is 4 and you set Acceleration to 1, then with each passing minute that the contact is not handled, the priority increases by one. If the contact is still in queue after three minutes, the priority will be raised to 7.

You can set InitialPriority for one skill lower than for another skill, but if you set Acceleration for that skill higher, it can jump spots in the queue. For example, you set Skill A's InitialPriority to 1 and Acceleration to 5. You set Skill B's InitialPriority to 3 and Acceleration to 1. Initially, a contact for Skill B will be first in queue because it has a priority of 3, but after one minute, a contact for Skill A will take its place at the top because its priority will be 6.

CXone combines the acceleration value with the time the interaction has been in queue and the initial priority using the formula Overall Priority = (Time * Acceleration) + Initial Priority.

You only need to complete this field if you are defining Custom PriorityManagement for this action.

Specify the maximum priority that a contact using this skill can have. You only need to complete this field if you are defining Custom PriorityManagement for this action.

If a contact reaches max priority, priority is the only factor CXone uses to route the contact. This can cause issues if multiple contacts all reach max priority at the same time.

Allows you to customize the audio cue given to agents when they have a new contact.

The audio cue can be an audio file or a text-to-speech Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. prompt. The cue can also be a combination of both.

If you want to use an audio file only, enter the name of the file enclosed in double quotes. For example, "newContact.wav". You can use a variable instead of naming a specific audio file.

If you don't specify an audio file, the action uses the default zip tone. If you don't want to use an audio cue, set ZipTone to No ZipTone.

Select when you want the zip tone sound played to alert the agent of a new contact. Options are:

• No ZipTone: The system does not play a zip tone.
• After Sequence: The system plays a zip tone after the audio file defined in the Sequence property.
• Before Sequence: The system plays a zip tone before the audio file defined in the Sequence property.

The default value is NoZipTone. This property replaces the Ziptone action.

Select the source for screen pop information. Complete this field only if you want to incorporate screen pops into this action. Options are:

• Default: Uses the information set in CXone for the skill. This is the default value.
• On Page : Runs the Onpageopen action.
• Custom: Uses the URL you provide in the URL property.

Specify the URL you want opened for the agent as a screen pop. You can use a variable in this property.

The URL must be complete, including the http://. For example, http://www.yourdomainhere.com.

You can append additional information to the end of the URL using variables from Assign actions earlier in the script. The ScreenPop property of the Assign action must be set to True for each variable you want to append to the URL. You also need to modify the ScreenPopURL to include the variables as parameters. Use this format:

http://www.yourdomainhere.com?var1=value1&var2=value2

You can customize the title of the tab that pops up in the MAX interface by appending the icAgentPanelTitle= parameter to the URL.

The URL specified in this property opens in the default browser. The screen pop appears for the agent when the ACD decides to route the contact to that agent and changes the contact's state to Routing. If you want screen pops to appear at a different time during an interaction, you can use the Runapp action.

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.

Select the specific attribute to use in the routing criteria. When requesting agents, only agents with the specified Skill and RoutingAttribute combination are selected to receive contacts. Use the UpdateContact action to change or remove the routing attribute later in the script. The default option is Not Applicable. You can use a variable for this property.

Default

The path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the 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.

Specific Use Case: A second Reqagent action in the script attempts to change the contact's skill. If the contact is actively routing to an agent when the skill change is attempted, it goes to the OnError branch.