Reqagent

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. Por exemplo, se você tiver um agente especialista em um campo de nicho, poderá definir o nome dele para aceitar o contato quando um agente for solicitado. 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.

Select DefaultFromSkill if you want the system to use the priority management from the skill you selected in the Skill field.

Selecione Personalizado se você deseja substituir as configurações de prioridade para a habilidade e especificar um tratamento diferente. Set the levels you want this action to use in the InitialPriority, Acceleration, and MaxPriority fields.

Specify the base priority of the contact as it enters the system. You only need to complete this field if you are defining Custom PriorityManagement for this action.

Determines how quickly the priority increases with every minute the contact stays in queue. O valor padrão é 1. The minimum value is 0 and the maximum priority is the value configured in the MaxPriority property.

For example, if the InitialPriority is 4 and you set Acceleration to 1, then with each passing minute that the contact is not handled, the priority increases by one. If the contact is still in queue after three minutes, the priority will be raised to 7.

You can set InitialPriority for one skill lower than for another skill, but if you set Acceleration for that skill higher, it can jump spots in the queue. For example, you set Skill A's InitialPriority to 1 and Acceleration to 5. You set Skill B's InitialPriority to 3 and Acceleration to 1. Initially, a contact for Skill B will be first in queue because it has a priority of 3, but after one minute, a contact for Skill A will take its place at the top because its priority will be 6.

CXone combines the acceleration value with the time the interaction has been in queue and the initial priority using the formula Overall Priority = (Time * Acceleration) + Initial Priority.

You only need to complete this field if you are defining Custom PriorityManagement for this action.

Specify the maximum priority that a contact using this skill can have. You only need to complete this field if you are defining Custom PriorityManagement for this action.

Enter the name of the audio file you want this action to play to notify the agent of a new contact. Enter the name in double quotes, such as "newContact.wav". If necessary, you can upload an audio file to Studio to use for this action.

If you don't specify an audio file, the action uses the default zip tone.

Select when you want the zip tone sound played to alert the agent of a new contact. As opções são:

• No ZipTone—The system does not play a zip tone.
• After Sequence—The system plays a zip tone after the audio file defined in the Sequence property.
• Before Sequence—The system plays a zip tone before the audio file defined in the Sequence property.

O valor padrão é NoZipTone. This property replaces the Ziptone action.

Select the source for screen pop information. Complete this field only if you want to incorporate screen pops into this action. As opções são:

• DefaultFromSkill—Uses the information set in CXone for the skill. This is the default value.
• UseOnPageOpen—Runs the Onpageopen action.
• Custom—Uses the URL you provide in the ScreenPopURL property.

Specify the URL you want opened for the agent as a screen pop. The URL opens in the default browser. Provide the entire URL as a string, including the http://. For example, http://www.niceincontact.com.

You can append additional information to the end of the URL using variables from Assign actions earlier in the script. The ScreenPop property of the Assign action must be set to True for each variable you want to append to the URL. You also need to modify the ScreenPopURL to include the variables as parameters. Use this format:

http://www.niceincontact.com?var1=value1&var2=value2

You can customize the title of the tab that pops up in the MAX interface by appending the icAgentPanelTitle= parameter to the URL.

The highest skill proficiency an agent must have in order to receive a contact. Os valores de proficiência são números inteiros de 1 a 20, sendo 1 o melhor e 20 o pior.

LowProficiency

The lowest skill proficiency an agent must have in order to receive a contact. Os valores de proficiência são números inteiros de 1 a 20, sendo 1 o melhor e 20 o pior.

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.

Relatórios do agente