Update Contact Digital

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.

Dependencies

• 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

Digital

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.
Contact Id	The variable that holds the contact ID.
Priority	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.

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	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.
InvalidContactId	The path taken when the specified contact ID is not valid.
Success	Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).

Bullseye Routing

You can configure bullseye routing by using Update Contact Digital actions within the IVR 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.