Reqagent (Digital Scripts)

Requests an agent that has a specific digital skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge to handle an active contact. This action is similar to the Reqagent action for other script media types, but it has some differences. Both request an agent to handle an interaction. However, CXone handles digital interactions differently from other media types. Because of this, the Reqagent (Digital) action works differently: The Reqagent action for all other media types puts contacts into the Queued state from the Prequeue state. Contacts on digital channels are already in a queue with the Queued state when the script reaches the Reqagent (Digital) action. Therefore, Reqagent (Digital) is not required in a digital script. You can use Reqagent (Digital) to put a contact into a different queue, change the skill proficiency, or update the contact's priority. With Reqagent (Digital), you can assign a priority to the contact, but you cannot change the contact's priority management.

Dependencies

• Before working with digital scripts, learn more about the differences in how CXone handles digital and traditional ACD interactions.
• You must assign the script to the digital Any channel, contact, or skill associated with Digital First Omnichannel. point of contact.
• In digital scripts, the Reqagent (Digital) action routes contacts to DFO. DFO handles the contacts from that point, unless a workflow automation job spawns a script.

Supported Script Types

Digital

The Reqagent action used with all other script media types has a separate help page.

Input Properties

All properties of this action accept variable substitution.

Property	Details
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.
Skill	Select the digital skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge (routing queue The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case.) you want contacts routed to. Variable substitution is commonly used for this property.
Priority	Enter the priority of contacts for this skill (0-1000). For digital scripts, priority doesn't have acceleration or priority management. If you want to modify the priority, you can create DFO workflow automation jobs.
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.

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.
OnError	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.

Script Example

This example is not a complete script. Additional scripting work is required to use this action.

In this example, Begin triggers an Askcaller action, which gives the contact the option to contact sales or support. The Case action creates two custom branches, each of which connect to a digital Reqagent action. Branch 1 is configured with the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge for the Sales team and branch 2 is configured with the skill for the Support team.

The last action in this example is End. In digital scripts, the End action terminates the script, but not the contact. After the Reqagent action, the contact is passed into Digital First Omnichannel, where it stays until the end of the interaction, unless a workflow automation job calls another script.

Download this script.