Contact Details By ID V7

Provides details of a contact for a specified contact ID. Details are stored in a dynamic data variable. This action provides historical data, not real-time data. Depending on server load, contact data may take 15 minutes (or more) to become available for request/query.

This is an API action.

Dependencies

You always need to precede this action with the SetSecurityUser action to get the security user.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

Generic

 Email Chat Phone Voicemail Work Item SMS

Input Properties

These properties define data that the action uses when executing.

Property

Description
Caption

Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.

securityUser The output value of the SetSecurityUser action which authenticates a selected agent based on their permissions in the security profile. This field accepts variable formatted with curly braces ( { } ). The default value is SecurityUser (same default output value of SetSecurityUser).
contactID The contact IDClosed A unique numerical identifier assigned to each contact for which you want to obtain details.
errorArgs (out) Variable name for any errors stored in a dynamic data variable.
fields Comma-separated list of fields to be returned.
resultSet (out) Variable name for the returned data stored in a dynamic data variable.

Output Variables

The dynamic data object could contain the following information:

abandonSeconds

ACWSeconds

agentID

agentSeconds

businessUnitId
callbackTime

campaignId

campaignName

confSeconds

contactId
contactStart

dateACWWarehoused

dateContactWarehoused

dispositionNotes

firstName
fromAddr

holdCount

holdSeconds

isActive

isLogged
isOutbound

isRefused

isShortAbandon

isTakeover

isWarehoused
lastName

lastUpdateTime

masterContactIdClosed The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times.

mediaType

mediaTypeName
pointOfContactId

postQueueSeconds

preQueueSeconds

primaryDispositionId

refuseReason
refuseTime

releaseSeconds

routingTime

secondaryDispoitionId

serviceLevelFlag
skillId

skillName

state

stated

teamId
teamName

toAddr

totalDurationSeconds

transferIndicatorId

transferIndicatorName

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition

Description
OnInvalidContactId Path taken if the requested Contact ID is invalid.
OnInvalidFields Path taken if fields requested in the properties cannot be interpreted by CXone.
OnNoContactWithTags Branch taken if the contact does not have a tag attached.
OnSuccess Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).