Messages

Cette page d'aide concerne Desktop Studio. Ces informations sont également disponibles pour Studio.

Delivers a message to one or more agents in the agent application. The message can contain text only. Links and pictures are not supported. Messages is typically used to send a message to a single agent when they answer a contact.

Note: You can use the Agent Messaging page in ACD to customize a message to agents in the agent application.

Types de scripts pris en charge

							``` ```
Générique	Email	Conversation	Téléphone	Messagerie vocale	Élément de travail	SMS	Digital

Propriétés d'entrée

Ces propriétés définissent les données que l'action utilise lors de son exécution.

Propriété	Description
Caption	Entrez une courte phrase qui identifie cette action dans le script de manière unique. La légende est affichée sur le canevas de script sous l’icône de l’action. La valeur par défaut est le nom de l’action.
TargetType	Sélectionnez le type de destinataire dans la liste déroulante : Agent, Team, Station, Skill, Everyone.
TargetIDs	The ID of the target, such as an agent ID or a skill ID. Non utilisé si Target Type est Everyone. Ce champ est requis si Target Type est défini avec l’une des autres options. Pour envoyer un message à l'agent qui a répondu à l'appel, utilisez la variable {agentId}.
MessageText	The text of the message you want to send. You can use a variablefor this field.
DurationMin	For MAX: Messages display as pop-ups in MAX for five seconds. After that time, they're available in the MAX message inbox. Configure DurationMin with the amount of time in minutes that you want messages to stay in the message inbox. The actual amount of time that messages stay in the MAX message inbox is determined by combining DurationMin and ExpireDateTime. There are four possible combinations: DurationMin = null and ExpireDateTime > now The message remains in the MAX messages inbox until ExpireDateTime. DurationMin > 0 and ExpireDateTime > now The message remains in the MAX messages inbox until ExpireDateTime + DurationMin. DurationMin = null and ExpireDateTime = null The message remains in the MAX messages inbox for five seconds. DurationMin > 0 and ExpireDateTime = null The message remains in the MAX messages inbox for DurationMin. For Agent Workspace (Agent) Suite applications: For Agent Workspace (Agent) Suite applications, this is the amount of time in minutes you want the message to remain in the notification panel after the agent logs in. For example, if you enter 3 for DurationMin, the message remains in the notification panel for three minutes. In the Agent Workspace (Agent) Suite, all messages automatically display as pop-ups for five seconds.
Persistent	Non utilisé.
ExpireDateTime	Détermine la date et l'heure auxquelles le message disparaît de la boîte de réception. Pour MAX, cette valeur est ajoutée à DurationMin pour déterminer la durée pendant laquelle le message reste dans la boîte de réception.

Conditions de branche résultantes

Les conditions de branche de résultat vous permettent de créer des branches dans votre script afin de gérer différents résultats lors de l'exécution d'une action.

Condition	Description
Par défaut	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.
OnError	Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.

Formatage du texte

You can format the message text to emphasize or customize words or phrases. The text formatting is similar to HTML code. To change the color, typeface (font), or size of a section of text, surround the text with a FONT tag and add the attributes to the tag. Each attribute within the font tag must be separated by a single space. Do not enter a space between the attribute name or value - for example, is correct, and is incorrect. The table below lists all formatting options.

Formatting:

Beowulf,<b>great</b> hero of the <FONT face=times size=+1> Geats</FONT>, I beg you to display your 
prowess by defending my hall,<FONT face=times>Heorot</FONT>, From the monster <FONT color=red 
size=+2><i>Grendel</i></FONT>!

Output:
Beowulf, great hero of the Geats, I beg you to display your prowess by defending my hall, Heorot, from the monster Grendel!

Additional options when formatting text:

Font attributes can be embedded: And thus, Beowulf slayed Grendel and his monster mother. The color and size attributes did not disturb the face attribute.
Multiple font attributes may be specified in a single tag: All hail, Beowulf, king of the Geats! The one tag contains size, face, and color attributes.
Bold and italic format changes are added outside of the font tag; for example: Beowulf would generate "Beowulf".

The following table displays possible text formatting attributes and the availability within the Agent applications:

Attributes

Description

color={colorvalue}

The color attribute can contain the following values:

aqua	black	blue
dkgray (dark gray)	fuchsia	gray
green	lime	ltgray (light gray)
maroon	navy	olive
purple	red	silver
teal	white	yellow
{decimal color} (for example, color=10990679	${hexcolor} (for example, color=$31B94D)

size=[+/-]{pointsize}

Point size is relative or absolute; -9 is normal. For example, size=+2.

face={fontname}

The face attribute can contain the following font types:

arial	times (or times new roman)	courier
verdana	impact	georgia
garamond	system	tahoma

Html bold styling.

Html italic styling.

Creates a line break.