Reqagent

ReqAgent action icon

Requests an agent with a specific skill不營業 用於基於客服專員技能、能力和知識的互動的自動化傳遞 and proficiency in that skill to handle an active contact. If you want to adjust the proficiency or other settings based on length of time in queue, you can do so by adding the UpdateContact action to your script. Typically, a Music action would be placed between ReqAgent and UpdateContact.

支援的指令碼類型

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.
一般 電郵 聊天 電話 語音郵件 工作項目 SMS 數位

屬性

屬性 詳細資訊
技能 允許定義 技能。如果此值設定為預設值,則指令碼將使用指派給關聯聯絡點的預設技能。
TargetAgent

允許您選擇特定客服專員來處理聯絡。例如,如果您有一位客服專員是某個利基領域的專家,您可以設定其姓名以在請求客服專員時處理聯絡。

PriorityManagement

允許您指定聯絡的處理優先次序不營業 基於技能指定聯絡人重要性,確定傳遞順序。。若您希望系統自動使用您在技能欄位中選擇之技能的優先次序管理欄位,請選擇 DefaultFromSkillSelect Custom if you want to override the priority settings for the skill and specify different handling. If you choose Custom, set levels in the Initial Priority, Acceleration, and MaxPriority fields.

InitialPriority

Defines the base priority of the contact as it enters the system, based on the assigned skill.此欄位與 PriorityManagement 一起使用。若您使用預設優先次序管理,則無需為此欄位指定值。

加速

Determines how quickly the priority increases with every minute an interaction stays in queue.預設值為 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,您將技能 A 的優先次序設定為 1,將加速設定為 5。您將技能 B 的優先次序設定為 3,將加速設定為 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.

此欄位與 PriorityManagement 一起使用。若您使用預設優先次序管理,則無需為此欄位指定值。

MaxPriority

您可以標明聯絡人使用此技能的最高優先次序。此欄位與 PriorityManagement 一起使用。若您使用預設優先次序管理,則無需為此欄位指定值。

序列

允許您鍵入訊息或聲音檔案的檔案路徑。為客服專員播放此檔案以表示新聯絡已到達。若您不想提供自訂檔案,則可以使用動作中內置的自動應答模式下系統提示音。

您亦可輸入要以 TTS 形式朗讀的文字(請注意 TTS 限制為 300 個字元)。您可以指定確切的文字:

「%銷售電話」

同樣地,您可以輸入一個變數,其中包含要說出的文字字串:

「{AgentWhisper}」

在這種情況下,確保將所需的字串指派給帶有百分比符號的變數:

AgentWhisper =「%TechnicalSupport」

ZipTone

定義何時播放自動應答模式下系統提示音以提醒客服專員有新聯絡。從下拉式清單中選擇以下其中一個選項:

  • No ZipTone — The system does not play a zip tone.
  • After Sequence — The system plays a zip tone after the sequence.
  • Before Sequence — The system plays a zip tone before the sequence.

ScreenPopSource

若您希望在此動作中包含螢幕彈出畫面,則允許您指定螢幕彈出畫面資訊的來源。從下拉式清單中選擇以下其中一個選項:

  • DefaultFromSkill — 使用 中央 中設定的技能資訊。
  • UseOnPageOpen — 執行 Onpageopen 動作。
  • 自訂 — 使用 ScreenPopURL 屬性。
ScreenPopURL 允許您指定要在客服專員的預設瀏覽器中以螢幕彈出畫面形式打開的 URL。整個 URL 必須以字串形式提供(例如,http://www.niceincontact.com)。您可以使用指令碼前面的 Assign 動作中的變數附加其他資訊。所有具有值 ScreenPop = TRUEASSIGN 變數可使用 URL 編碼格式附加到 URL︰
http://www.niceincontact.com?var1=value1&var2=value2

您可以自訂 MAX 介面中彈出顯示的標籤標題,只需將 icAgentPanelTitle= 參數附加值 URL 即可。

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.

分支

分支 詳細資訊

預設

指令碼未能滿足需要它採用其中一個分支的條件時採用的路徑。如果沒有定義其他分支,也會被採用。
OnError Path taken when the action fails to execute properly.

貼士與技巧

  • If an agent is immediately available, the interaction is routed to that agent. If the agent is not available, the interaction is placed in queue.
  • 當客服專員應答聯絡時觸發 Onanswer 事件。

使用 Reqagent 的電話指令碼示例

在此示例中,Begin 觸發了 Menu,用於使用合成文字告知呼叫者按 1 與聯絡中心客服專員通話。若客服專員不能立即接聽,則循環播放音樂 30 秒,等待 5 秒鐘,然後重複直到客服專員接聽電話。

Sample script using these actions in order: Begin, Menu, Reqagent, Music, Wait

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