REQAGENT (Digital Scripts)

This help page is for Studio. This information is also available for Desktop Studio.

Requests an agent that has a specific digital skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. to handle an active contact. This action is similar to the Reqagent action for other script media types, but it has some differences. Both request an agent to handle an interaction. However, NiCE CXone handles digital interactions differently from other media types. Because of this, the Reqagent (Digital) action works differently:

The Reqagent action for all other media types puts contacts into the Queued state from the Prequeue state.
You can use Reqagent (Digital) to put a contact into a different queue, change the skill proficiency, or update the contact's priority.
With Reqagent (Digital), you can assign a priority to the contact, but you cannot change the contact's priority management.

You can also modify a digital contact's priority using the UPDATE CONTACT (DIGITAL) action.

Dependencies

Before working with digital scripts, learn more about the differences in how NiCE CXone handles digital and traditional ACD interactions.
You must assign the script to the digital Any channel, contact, or skill associated with Digital Experience (DX). point of contact.
In digital scripts, the Reqagent (Digital) action routes contacts to Digital Experience (DX). Digital Experience (DX) handles the contacts from that point, unless a workflow automation job spawns a script.

Supported Script Types

Digital

The Reqagent action used with all other script media types has a separate help page.

Input Properties

All properties of this action accept variable substitution. To do that, enter the variable in the property field. Enclose the variable in curly brackets ( { } ).

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.
Skill	Select the digital skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. (routing queue Determine which agents to route digital cases to, using criteria such as the agent having expertise in that type of case.) you want contacts routed to. If you select Default, the script uses the default skill assigned to the associated point of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address.. Variable substitution is commonly used for this property.
Initial Priority	Enter the priority of contacts for this skill (0-1000).
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.
Target Agent	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, NiCE CXone queues the contact until the target agent becomes available.
Routing Attribute	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. You can enter more than one attribute by separating them with commas. If you narrow your agent pool too far, your interactions could become stuck in queue with no matching agents to route to. To help avoid this, use no more than five attributes per routing action.
Priority Management	Allows you to specify how you want priority management handled for this action. Select Default to use the priority Skill-based designation of the importance of contacts that determines delivery order. management from the Skill you selected. Select 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. For existing digital skills, Initial Priority is set to the same priority value for its associated routing queue filter. 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. NiCE CXone 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.
Acceleration	Determines how quickly the priority increases with every minute the contact stays in queue. This property only appears if you are defining custom Priority Management for this action. The default value is 1. The minimum value is 0 and the maximum priority is the value configured in the Max Priority property. 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. 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. NiCE 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.
Max Priority	Specify the maximum priority that a contact using this skill can have. This property only appears if are defining custom Priority Management for this action. If a contact reaches max priority, priority is the only factor NiCE CXone uses to route the contact. This can cause issues if multiple contacts all reach max priority at the same time. For digital contacts, the maximum priority is 1000. This may be different from the max priority of other contact types.

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	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.

Script Example

This is an example to show how this action can be used in scripts. It is not intended to be a complete script. Additional scripting may be required.

In this example, Begin triggers an Askcaller action, which gives the contact the option to contact sales or support. The Case action creates two custom branches, each of which connect to a digital Reqagent action. Branch 1 is configured with the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. for the Sales team and branch 2 is configured with the skill for the Support team.

The last action in this example is End. In digital scripts, the End action terminates the script, but not the contact. After the Reqagent action, the contact is passed into Digital Experience (DX), where it stays until the end of the interaction, unless a workflow automation job calls another script.

Image of a script that uses REQAGENT.

Download this script.