Queuevm

Targets a recorded file to be queued to an ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge or target agent in order to allow those agents to quickly handle recorded messages while still effectively handling other calls.

Dependencies

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.

FileName

The name of the file that will be placed in queue. Must include the file path from the Business UnitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment Root folder.
Skill Select an ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. If you select Default, the script uses the default skill assigned to the associated point of contact. You can use a variable in this property. The voicemail will be placed in the queue for this skill.
From User-defined description of the work item origin. Defaults to the ANI (automatic number identification)Closed Also known as caller ID. Listed phone number of an incoming voice call. of the caller.
To This property is the email address of the new recipient(s) in the format: name@host.com. Variable substitution can be used in this property. Defaults to the DNISClosed Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls. of the caller.

NewContactIDVar

Tracks the new contact ID of the work item that gets spawned.

TargetAgent

Select an agent from the dropdown if you want a specific agent to handle contacts routed by the skill you specify in the Skill property. 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, CXone queues the contact until they become available. If the target agent refuses the call, CXone routes the contact to any other available agent with the same skill.

HighProficiency

Enter the highest skill proficiency an agent can have to receive a contact from this action. Proficiency values are whole numbers from 1 to 20, with 1 being the best and 20 being the worst.

LowProficiency

Enter lowest skill proficiency an agent must have to receive a contact from this action. Proficiency values are whole numbers from 1 to 20, with 1 being the best and 20 being the worst.

RoutingAttribute

Select the specific attribute to use in the routing criteria. When requesting agents, only agents with the specified Skill and RoutingAttribute combination are selected to receive contacts. Use the UpdateContact action to change or remove the routing attribute later in the script. The default option is Not Applicable. Variable substitution is commonly used for this property.

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.