Set Up Work Items

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. Before you begin the tasks on this page, talk to your CXone Account Representative about what you want to achieve by using work items. Your representative will involve CXone Professional Services, who will work with you to create a script that helps you reach your goal.

Complete each of these tasks in the order given.

Create a Campaign

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

  1. Click the app selector and select ACD.
  2. Go to Contact SettingsCampaigns.
  3. Click Create New.
  4. Enter a value in the Campaign Name field.
  5. Click Create Campaign.

Create a Work Item Skill

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Skills.

  3. Click Create New  >  Single Skill.
  4. Select Work Item in the Media Type field. Give the ACD 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.

  5. If you want to configure screen popsClosed A 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.

  6. If you want to change the default priorityClosed Skill-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.

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

  8. Click Create.

Create Work Item Points of Contact

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsPoint of Contact.

  3. Click Create New and select Single Point of Contact.
  4. For the Media Type field, select Work Item.
  5. Enter a value in the Name field.
  6. Select the Skill you want to handle the work item.
  7. Select the work item Script through which the work item should be routed.
  8. Select the IVR Reporting Enabled checkbox if you use this functionality.
  9. Click Create Point of Contact.

Add Users to Work Item Skills

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Skills.

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

  4. 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.

  5. 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

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Users.

  3. Open the user you want to modify and click the Contact Settings tab.

  4. 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.

  5. 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: