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
優先次序 Defines the base priority of the interaction as it enters the system, based on the assigned skill. 若您使用預設優先次序管理,則無需為此欄位指定值。
MaxPriority Specifies the maximum priority that an interaction using this skill can have. 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.

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 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 出現意外問題(例如,連接不良、語法錯誤等)時採用的路徑。這 _ERR 變數應填上針對問題的簡要說明。