OnDisposition

Updates a CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. system with the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. outcome of the contact, removing the prospective contact from the Personal Connection platform based on a disposition code.

Dependencies

  • OnDisposition is for use with Proactive XS only.
  • OnDisposition is an event action.
  • This event only fires against a script that is running under the context of a Personal ConnectionACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
  • OnDisposition returns the following fields:
    • _ExternalID
    • _NameLabel
    • _PhoneNo
    • _ProspectiveContactID
    • AgentNo
    • Agent_Session_ID
    • AgentID
    • AgentName
    • AgentResponseSeconds
    • AgentUserName
    • ANI
    • CallerID
    • CauseCode
    • CommitmentAmount
    • ComplianceRecord
    • ConfirmationRequired
    • Disposition
    • DispositionClassification
    • DispositionClassificationID
    • DNIS
    • Info (Dynamic Data Object)
    • JSON
    • PhoneNumber
    • RunScript
    • URL - Popped URL
    • TimeDialed
    • TimeConnected

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.

The icon for the Digital script type - a computer monitor with a smartphone next to it.

Generic

 Email Chat Phone Voicemail Work Item SMS Digital

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.

AdditionalInfo

A JSON string representing the original prospect when it was added to the Personal Connection system (through the Createprospect action) with additional information such as number of attempts, external ID for the contact, and Call Detail Record information.

Agent_No

Identifier for an agent.

Agent_Session_Id

Identifier for the session instance that the agent was logged in on.

AgentName

The agent name as listed in their user account.

AgentUserName

The agent username as listed in their user account.

CallbackDateTimeGMT

The date and time of the callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. (in Greenwich Mean Time).

CallbackName

If the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. resulted in a callback, this is the name to use during the callback.

CallbackNumber

If the disposition resulted in a callback, this is the number to dial for the callback.

CallNotes

Any notes or information that will be useful during a callback.

Contact_Id

Unique identifier for this contact.

DispositionClassificationId

The unique ID given to a dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. classification.

DispositionClassificationName

The name given to the disposition classification.

DispositionDescription

The short description provided for a disposition.

DispositionLongDescription

The detailed description provided for a disposition.

DispositionRetrySettingId

CXone ID associated with the Retry Setting ID (as set in CXone). If you open the Retry Settings tab for a Personal ConnectionACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge in CXone, the ID will not appear.

ExternalOutboundSkill_No

The external outbound Skill identifier.

PhoneNumber

The phone number being dialed. You can either hard code a specific number in this field or use a variable to reference other numbers.

ProspectiveContactId

CXone ID assigned to each contact.

TimeDisposed

The time the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. was set for a contact. If dispositions are disabled, the TimeDisposed will be the time the contact was finished.

TimeDisconnected

The time at which the contact ended.

TimeDialed

The time at which the agent dialed the contact number.

TimeConnected

The time at which the agent was connected with the contact.

CommitmentAmount

On a positive dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction., this is the amount committed to by the customer.

ComplianceRecord

Whether the contact was a cell phone (TRUE) or not (FALSE).

ConfirmationRequired

Delivery type of the confirmation.

ContactDeliveryType

The type of media used to handle the contact.

DispositionCode

The numerical ID for the dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. as defined in the Skill under Post Contact Settings (in CXone).

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.

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.

This script is launched when dispositioning or when a contact is finalized in our system so CXone can report back the attempt or the finalization of the contact within the CRM. This script does NOT run continuously so it must have an End action as a new instance will be created with every dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. and every check-in batch.

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Click here to view the Snippet Properties for the Loading Dynamic Data Snippet.

Download this script.