Set Up Work Items

There are a number of steps you need to take to set up a work item channel for your organization. Click links in the workflow diagram to learn more about that task.

Complete each of these tasks in the order given.

Create a Campaign

Required security profile permissionsCampaigns Create

If you have not already done so, create a campaign.

  1. In the ACD application, click Contact SettingsCampaigns.
  2. Click Create New.
  3. Enter a value in the Campaign Name field.
  4. Click Create Campaign.

Create a Work Item Skill

Required security profile permissions: Skills Create

  1. In the ACD application, click Contact SettingsSkills.

  2. Click Create New Single Skill.
  3. Select Work Item in the Media Type field. Give the skill a name and select a campaign. In the Type field, specify whether the work items should enter the Real-Time queue or the Persistent queue on creation. Modify any optional Skill Information fields as needed.

  4. If you want to configure screen popsClosedA configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact., select Use Screen Pops and then customize as needed. Screen pops are triggered by specific actions or events, and you can use them to give information to the agent, open a separate application, and so forth. In addition to configuring them here, you must also build them into your routing script in Studio.

  5. If you want to change the default priorityClosedSkill-based designation of the importance of contacts that determines delivery order. management settings, modify the Priority Management While In Queue fields. You can specify the base priority of a work item and control how that priority changes over time in the queue.

  6. If you want to change the default service level, modify the Service Level fields.

  7. Click Create.

Create a Work Item Script

Required security profile permissionsScripts Create

Work items require one or more custom scripts depending on the purpose for which your organization uses them. There are no generic scripts or scripting instructions. For more information, talk to your account manager and CXone Professional Services.

Create Work Item Points of Contact

Required security profile permissionsPoints of Contact Create

  1. In the ACD application, click Contact SettingsPoints of Contact.
  2. Click Create New and select Single Point of Contact.
  3. For the Media Type field, select Work Item.
  4. Enter a value in the Name field.
  5. Select the Skill you want to handle the work item.
  6. Select the work item Script through which the work item should be routed.
  7. If you want to, Select the IVR Reporting Enabled check box.
  8. Click Create Point of Contact.

Add Users to Work Item Skills

Required security profile permissionsSkills Edit

  1. In the ACD application, click Contact SettingsSkills.

  2. Open the skill you want to modify and click the Users tab.

  3. In the Add Users table, select the checkboxes in the rows corresponding to the users you want to add, and then click Add Users. To quickly add all users to the skill, click Add All.

  4. Set the users' skill proficiency level. To do so, click the drop-down in the Proficiency column and select the level you want to apply to each user. When the proficiency levels for all new users are how you want them, click Save Proficiencies.

    If you do not click Save Proficiencies before leaving the page, all users you added to the skill profile will be removed.

Configure Work Item Contact Settings for Users

Required security profile permissionsUsers Edit

  1. In the Admin application, click Users.
  2. Open the user you want to modify and click the Contact Settings tab.

  3. In the Contact Refusal Timeouts section, enter a number of Seconds for work items. This value defines the amount of time an agent can be idle in an interaction before the interaction times out and is transferred to another agent.

  4. Set the users' skill proficiency level. To do so, click the drop-down in the Proficiency column and select the level you want to apply to each user. When the proficiency levels for all new users are how you want them, click Save Proficiencies.

Depending on how work items are used in your organization, consider whether to perform these optional tasks: