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 Skill you specified. 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 or refuses the call, CXone Mpower queues the contact until the target agent becomes available.

Allows you to specify how you want priority management handled for this action. Click Default to use the priority Skill-based designation of the importance of contacts that determines delivery order. management from the Skill you selected. Click Custom to override the priority settings for the specified Skill and define different handling. Set the levels you want this action to use in the fields that appear: 

• Initial Priority: Enter a numeric value you want to set as the base level priority Skill-based designation of the importance of contacts that determines delivery order. for all contacts in an inbound skill or for fresh records and retries in an outbound skill (callbacks Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. always take priority and are not affected by this setting). The default value is 0.

  Acceleration: Follow these guidelines to complete this property:

  Enter a numeric value to determine how quickly the priority of the skill increases. For every minute a contact stays in queue, the priority increases by the value you configure for Acceleration.

  The default value is 1. The minimum value is 0 and the maximum priority is the value configured in the Maximum Priority field.

  For example, if the Initial Priority is 4, and you set Acceleration to 1, then with each passing minute that the contact is not handled, the priority increases by one. In this example, if the contact has been in queue for three minutes, then the priority will be raised to 7.

  Priority increments in seconds. For example, when Acceleration is 1, a contact's priority increases by 0.5 after 30 seconds in queue.

  For Personal Connection skills, set this value to 0 because there is no queue of contacts.

  You can set Initial Priority for one skill lower than another skill, but if you set Acceleration for that skill higher, it can jump spots in the queue. For example, you set Initial Priority for Skill A to 1 and Acceleration to 5. You set Initial Priority for Skill B to 3 and Acceleration to 1. Initially, a contact for Skill B will be first in queue because it has a priority of 4, but after one minute, Skill A will take its place at the top because its priority will be 6.

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

  Max Priority: Enter a numeric value to determine the maximum priority a contact can have. If you choose not to use Acceleration, this value should match the Initial Priority. The default value is 1000.

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 Mpower for the skill. This is the default value.
• On Page : Runs the Onpageopen action.
• Custom: Uses the URL you provide in the URL property that appears when you select this option. Click Preview in new window to verify the URL you entered. The page opens in a new window. When entering the URL, follow these guidelines:

  • 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.

Allows you to customize the audio cue given to agents when they have a new contact The person interacting with an agent, IVR, or bot in your contact center. routed by this action. The audio cue can be a prerecorded 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 and path to the file enclosed in double quotes. For example, "newContact.wav". You can upload an audio file to Studio to use for this action.You can use a variable instead of naming a specific audio file.

To create a more complex audio cue, use the Sequence Editor in the Play action. When the prompt is finished, copy the contents of the Play action's Sequence property into the Agent Audio Sequence property in this REQAGENT action. Delete Play if you don't need it in your script.

If you don't specify an audio file in this property, REQAGENT uses the default zip tone. If you don't want an audio cue, set Zip Tone Alert to No Zip Tone.

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

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

The default value is No Zip Tone. This property replaces the Ziptone 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 attributes to use in the routing criteria. When requesting agents, only agents with the specified Skill and RoutingAttribute combination are matched. When used for routing decisions, you can use the UpdateContact action to change or remove the routing attributes 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.