Update Skill

Synchronizes the ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge data with the skills fields in CXone, and to start and stop skills.

Dependencies

Update Skill is for use with Proactive XS only.

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.

SecurityUser

The user whose security profile will be used to perform the action.
SkillData

The ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge data to change.

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.
OnSuccess Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).
OnInvalidSecurityUser Path taken when an invalid security user is used.
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 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.

In this sample script, you get skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge information for a specific skill, and then you use the snippet to change data for that skill and save it into a new dynamic object. You can then set your security user and pass the new dynamic object with the updated skills data into Update Skill. Depending on the path, you'll be able to tell whether or not the skill successfully updated or not.

Click here to view the Snippet Properties.

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