Change Contact Acceleration

This workflow automation job sets the acceleration of an interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. to a value you choose. Acceleration controls how quickly the priority of an interaction increases while it waits in a queue.

Use this job with the contact acceleration condition to find interactions that have a specific acceleration value and change them to a new acceleration value. You can use any trigger with the Change Contact Acceleration job. For example, you can trigger it for all contacts from a certain point of contact, ACD, and so on.

If an interaction already has the acceleration you set, the job does not change it. Interactions that don't have acceleration match the default acceleration value of 1.

The job does not save the previous acceleration of an interaction, so you cannot restore it later.

Contact center administrator Akela Wolfe notices that many contacts in her queues have an acceleration of 0, so their priority does not increase while they wait. She creates a scheduler that runs every 15 minutes. She adds the Contact acceleration condition and enters 0. Then she creates a Change contact acceleration job that sets the acceleration to 2 and adds the job to the scheduler. Each time the scheduler runs, contacts with an acceleration of 0 get an acceleration of 2.

Using this job requires that NiCE CXone use dynamic delivery with integrated matching enabled.

Create This Job

  1. Click the app selector icon of app selector and select ACD.

  2. Go to Digital > Automation Jobs.

  3. Click Add.
  4. Enter a Name that describes what the job does.
  5. From the Action drop-down, select Change contact acceleration.
  6. In the Acceleration field, enter the acceleration you want to change interactions to when this job runs. Enter a whole number 0 or greater.
  7. Click Save.

Add The Job to a Trigger

  1. Go to Digital > Automation Triggers.

  2. If you need to, open an existing trigger or create a new trigger and add the Contact acceleration condition to it. You can learn more about creating triggers on the individual help page for each trigger, listed in the following drop-down:

  3. Locate the trigger you want to assign this job to and open it.

  4. Click Add existing job.

  5. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
  6. Click Add.