The information on this help page applies to both CXone Studio and Desktop Studio.
The custom personal queue scripts define what happens when an agent transfers a phone or chat interaction to another agent. These scripts are initiated when an agent clicks the Transfer button in MAX. You can customize these scripts. If the agent transfers a contact using the Call button, a different script is spawned that cannot be customized.
By default, when an agent transfers a phone or chat interaction to a specific agent a system script is spawned. The system script creates a child contact and defines the behavior for this type of transfer. There are separate system scripts for phone and chat interactions. System scripts don't show up in traces, which means there's no external visibility into what happens while they run. You also cannot control or modify them.
You can create custom versions of the scripts for phone or chat interactions in Studio and save them in your tenant
High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. This allows you to customize the behavior for transferring most phone or chat interactions to a specific agent. You can also do this if your goal is only to add visibility into the scripts during traces.
Considerations
- Don't change the script name: The name of the scripts must be CustomPersonalQueue and CustomPersonalChatQueue. If the names are different, the system won't initiate your custom scripts. It will spawn the system default scripts, instead.
- Variables aren't passed: By default, variables aren't passed to the custom personal queue scripts. If you want to pass variables to your custom scripts, you can do so by making some changes to the scripts.
Implementing these custom scripts must be done with care. They change how phone and chat contacts are transferred to agents in your contact center. Incorrect configuration could result in these contacts not being properly routed. It's recommended that you only attempt this process with the guidance of your CXone Account Representative.
Implement Script
You don't need to do anything to tell the system to start using your custom script. When conditions are met, the script automatically spawns. The conditions are:
- Your script is in the correct location with the correct name.
- An agent transfers a phone or chat contact to another agent using the Transfer button in MAX.
- Download the CustomPersonalQueue or CustomPersonalChatQueue script.
- Import the script into Studio and save it to the root folder.
- For the Custom Personal Queue script:
- For the Custom Personal Chat Queue script, customize the provided basic script to meet the needs of your organization.
- Modify the script to pass variables, if you want it to.
- Save the script without changing the file name.
- Test every option and path in the script.
Modify Scripts to Pass Variables
By default, other scripts don't pass variables from the original contact to a custom personal queue script. You can change this with some modifications to your scripts. You need to edit both the original queuing script and the custom personal queue script. The queuing script is the one that delivers the contact to the agent, triggering the onAnswer event.
You need to:
- Add a PUTVALUE action in the queuing script.
- Add a GETVALUE action in the Custom Personal Queue or Custom Personal Chat Queue script.
- Configure these actions to pass the variables you need to pass. You can pass any necessary information through these actions. If you want to pass contact IDs, assign them to the master ID in your custom script.
Custom Personal Queue Script
Custom Personal Chat Queue Script
This is a basic script for CustomPersonalChatQueue. Use this as a foundation for the development of a custom script for transferring your chat contacts.
