UpdateContact

Icon for the Update Contact action

UpdateContact is designed to work together with the ReqAgent action. When your script requests an agent, you can specify criteria that controls the agent selection process. These criteria include priority management and agent proficiency used by the skill. You can use UpdateContact to adjust these criteria when certain conditions (like length of time in queue) are met. This broadens the pool of potential agents and helps decrease contact wait time.

For example, in your ReqAgent action, you might specify that the interaction should go to an agent with a skill proficiency between 5 and 12. You follow the ReqAgent action with a Music action with a duration of 60 seconds, and then use UpdateContact to broaden the agent pool by changing the proficiency range to between 2 and 14.

支持的脚本类型

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.
通用 电子邮件 聊天 电话 语音邮件 工作项 SMS 数字

属性

属性 详细信息
优先级 Defines the base priority of the interaction as it enters the system, based on the assigned skill. 如果您使用默认优先级管理,则无需为此字段指定值。
MaxPriority Specifies the maximum priority that an interaction using this skill can have. 如果您使用默认优先级管理,则无需为此字段指定值。
加速

Determines how quickly the priority increases with every minute an interaction stays in queue.默认值为 1。The minimum value is 0 and the maximum priority is the value configured in the Maximum Priority field.For example, if the Initial Priority is 4, and you set Acceleration to 1, then with each passing minute that the interaction is not handled, the priority increases by one.In this example, if the interaction has been in queue for three minutes, then the priority will be raised to 7.

You can set Initial Priority for one skill lower than another skill, but if you set Acceleration for that skill higher, it can jump spots in the queue.例如,您将技能 A 的初始优先级设置为 1,并将加速设置为 5。您将技能 B 的初始优先级设置为 3,并将加速设置为 1。Initially, a contact for Skill B will be first in queue because it has a priority of 3, but after one minute, 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.

HighProficiency The highest skill proficiency an agent must have in order to receive an interaction. Proficiency values are whole numbers from 1 to 20, with 1 being best and 20 being worst.
LowProficiency The lowest skill proficiency an agent must have in order to receive an interaction. Proficiency values are whole numbers from 1 to 20, with 1 being best and 20 being worst.
GenericAttributeName This property is not applicable for this action.

分支

分支 详细信息

Default

除了脚本满足条件要求其接受其他分支的情况之外,所要采用的路径。如果没有定义其他分支,也会使用该路径。
OnError 出现意外问题(如连接性差、语法错误等等)时所要采用的路径。_ERR 变量应填入对问题的简要说明。