Get Next Event

Sends an event poll request to the platform to receive the next agent event in the event queue. See the get-next-event agent sessions API on the DEVone developer portal for more information.

The associated API is typically only used when building an agent application or replicating that type of behavior and functionality.

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).
Session ID (in/out) The unique ID assigned to the agent's login session within the CXone system.
EventMessages (out) Any variables and information that result from executing the action.
Timeout The number of seconds the action waits to execute before timing out. The value must be between 0 and 60.

Output Properties

These properties contain variables that hold data returned from executing the action. They're available for reference and use when the action completes.

Each request for events from the CXone platform returns two items:

  • A new session ID, which should be used in the subsequent event poll request.
  • A collection of events that have occurred since the previous event poll request, if any.

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.
OnNewEvents Path taken if the poll request receives a new event.
OnNoEvents Path taken if the poll request does not receive a new event.
OnEventMissed Path taken if an event occurred and was missed by the poll request.
OnSessionEnded Path taken if the agent session ended.
OnInvalidAgentSession Path taken if the SessionID entered is invalid.
OnInvalidSecurityUser Path taken when an invalid security user is used.
OnInvalidTimeout Path taken if the value entered in the Timeout property is invalid.

Other Options

You can use the existing agent applications that provide this functionality.