CC Create

Triggers creation of a case and, if needed, a customer card for supported interactions routed through the ACD. This action is supported only for Digital First Omnichannel-enabled customers.

When used in a script, this action opens a case and uses the ANIClosed Also known as caller ID. Listed phone number of an incoming voice call. to assign it to an existing customer card if one is available. If no customer card exists, the action also creates one. The action writes data into a message in the case that provides information about the interaction. Finally, it queues a command for MAX to pop the correct customer card and display it with the case in the agent's Digital First Omnichannel workspace. This eliminates the need for a RUNAPP action to accomplish the screen pop.

Supported Script Types

Email Chat Phone Voicemail SMS
Properties Details
custFirstName The customer's first name. If an existing customer card is found, and there is data in this property, it overwrites the data in the existing customer card.
custLastName The customer's last name. If an existing customer card is found, and there is data in this property, it overwrites the data in the existing customer card.

Branches

Branch Details
Default Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the other branches are not defined.
Error Path taken when the action fails to execute properly.

Tips & Tricks

  • This action must occur in the script before ONANSWER. The best placement for CC Create is between BEGIN and REQAGENT.
  • The following contact variables are published as a message to the digital case upon contact start:
    • ContactID: {contactId}
    • Customer Name: {custFirstName} {custLastName}
    • ANI: {ANI}
    • DNIS: {DNIS}
  • The following contact variables are published as a message to the digital case upon contact end or ACWClosed State that allows an agent to complete work requirements after finishing an interaction. completion:
    • Skill ({skillId}): {skillName}
    • Agent Name ({agentID}): {firstName} {lastName}
    • Contact Start: {contactStart}
    • Contact Finish: {contactEnd}
    • Disposition: {disposition}
    • Disposition Notes: {dispositionNotes}