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.

Click the app selector and select ACD.
Go to Contact Settings > Campaigns.
Click Create New.
Enter a value in the Campaign Name field.
Click Create Campaign.

Create a Work Item Skill

Click the app selector and select ACD.
Go to Contact Settings > ACD Skills.
Click Create New > Single Skill.

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.

Learn more about the fields in this step

Field	Details
Media Type	Specifies the medium, or channel, by which agents with this skill interact with contacts.
Type	Specifies whether the work items generated for this ACD skill enter the real-time queue on creation or the persistent queue. The persistent queue pauses the work item script when the ReqAgent action occurs and doesn't resume until the work item is delivered to an agent. In that time, you can't perform any actions on the work item; however, it is still tracked and reported as usual during that time. Utilizing the persistent queue enables you to queue up to 100,000 work items in a single channel handling environment and up to 5,000 work items in an Omnichannel Session Handling environment. When creating a work item POC, be sure to double-check the Type of queue in the selected skill. If you are setting up a persistent work item POC, you must assign a skill with Persistent selected as the Type; you cannot use a real-time skill POC to queue a persistent work item.
Inbound/Outbound	Specifies whether the skill enables the agent to accept inbound or initiate outbound interactions with contacts.
Campaign	Specifies the campaign to which you want to assign the skill.
Transferred to Script	Specifies the script that runs when an agent transfers a contact from another skill to this skill.
Workforce Intelligence Minimum Agents	Specifies the minimum number of agents that must belong to this skill. This setting prevents automatic actions associated with Workforce Intelligence rules from removing too many agents from the skill. When the number of agents reaches this number or lower, all skill removal actions, even automatic ones, require approval.
Workforce Intelligence Minimum Available Agents	Specifies the minimum number of available agents that must be maintained for this skill. This setting prevents automatic actions associated with Workforce Intelligence rules from removing too many agents from the skill. When the number of available agents reaches this number or lower, all skill removal actions, even automatic ones, require approval.

If you want to configure screen pops, 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.

Learn more about the fields in this step

Field	Details
Use Screen Pops	When selected, causes the system to launch screen pops with record information when an agent connects to a contact.
Use Custom Screen Pops	When selected, enables you to configure custom contact center data to appear in the screen pops for this skill.
Application/Webpage	When you select Use Custom Screen Pops, you must select whether the custom data you want to provide is available via an application or a webpage.
Application	If you select Use Custom Screen Pops and Application, you must enter the path of the EXE application that you want to use for your custom screen pops.
Webpage	If you select Use Custom Screen Pops and Webpage, you must enter the URL of the webpage you want to use for your custom screen pops.

If you want to change the default priority 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.

Learn more about the fields in this step

Field	Details
Initial Priority	Specifies the base level priority for contacts for the skill.
Acceleration	Defines how quickly the priority of the skill increases.
Maximum Priority	Specifies the maximum priority that a contact using this skill can have. If you choose not to use Acceleration, this value should match the Initial Priority.

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

Learn more about the fields in this step

Click Create.

Field	Details
Service Level Threshold	Specifies the number of seconds in which agents must respond to meet either a service level agreement (SLA) or your own required service level. For example, if your SLA for this skill is to have 80% of contacts responded to in 20 seconds, enter a value of 20.
Service Level Goal	Specifies the number, expressed as a percentage, of contacts which must be responded to by the Service Level Threshold. For example, if your SLA for this skill is to have 80% of contacts responded to in 20 seconds, enter a value of 80.
Enable Short Abandon Threshold	If selected, allows data collection and reporting on contacts that fall within the skill-specified Short Abandon Threshold.
Short Abandon Threshold	Specifies an interval measured in seconds. Characterized by queued contacts that end prior to being delivered to an agent and before the time specified in the Short Abandon Threshold. The default value is 15. For example, if the value is set to 10, and a contact ends after seven seconds without being delivered to an agent, the contact would be reported as a short abandon.
Short Abandons	If selected, short abandons (defined in the previous section) count against the service level.
Other Abandons	If selected, abandons not meeting the short abandon definition count against the service level.

Create Work Item Points of Contact

Learn more about the fields in this task

Field	Details
Media Type	Allows you to specify the media type (that is, the channel) for this point of contact.
Name	Allows you to give a friendly name to the point of contact. You can only use alphanumeric characters.
Point of Contact	CXone assigns a system value for each work item point of contact. You cannot change this value, but you can use it in scripting.
Skill	Allows you to specify the skill for this point of contact from a drop-down list of the work item skills in your system. When creating a work item POC, be sure to double-check the Type of queue in the selected skill. If you are setting up a persistent work item POC, you must assign a skill with Persistent selected as the Type; you cannot use a real-time skill POC to queue a persistent work item.
Script	Allows you to specify the Studio script for this point of contact from a drop-down list of the work item scripts in your system.
IVR Reporting Enabled	If selected, the point of contact is included in IVR reporting.

Click the app selector and select ACD.
Go to Contact Settings > Point of Contact.
Click Create New and select Single Point of Contact.
For the Media Type field, select Work Item.
Enter a value in the Name field.
Select the Skill you want to handle the work item.
Select the work item Script through which the work item should be routed.
Select the IVR Reporting Enabled checkbox if you use this functionality.
Click Create Point of Contact.

Add Users to Work Item Skills

Click the app selector and select ACD.
Go to Contact Settings > ACD Skills.
Open the skill you want to modify and click the Users tab.
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.
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

Click the app selector and select ACD.
Go to Contact Settings > ACD Users.
Open the user you want to modify and click the Contact Settings tab.
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.
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: