OnDisposition

Updates a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. system with the disposition Result that the agent or system assigns to the contact when the interaction ends. outcome of the contact, removing the prospective contact from the Personal Connection platform based on a disposition code.

Supported Script Types

Properties

Branch	Details
AdditionalInfo	A JSON string representing the original prospect when it was added to the Personal Connection system (through the Createprospect action) with additional information such as number of attempts, ExternalID for the contact, and Call Detail Record information.
Agent_No	Identifier for an agent.
Agent_Session_Id	Identifier for the session instance that the agent was logged in on.
AgentName	The agent name as listed in their user account.
AgentUserName	The agent username as listed in their user account.
CallbackDateTimeGMT	The date and time of the callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. (in Greenwich Mean Time).
CallbackName	If the disposition Result that the agent or system assigns to the contact when the interaction ends. resulted in a callback, this is the name to use during the callback.
CallbackNumber	If the disposition resulted in a callback, this is the number to dial for the callback.
CallNotes	Any notes or information that will be useful during a callback.
Contact_Id	Unique identifier for this contact.
DispositionClassificationId	The unique ID given to a disposition Result that the agent or system assigns to the contact when the interaction ends. classification.
DispositionClassificationName	The name given to the disposition classification.
DispositionDescription	The short description provided for a disposition.
DispositionLongDescription	The detailed description provided for a disposition.
DispositionRetrySettingId	CXone ID associated with the Retry Setting ID (as set in CXone). If you open the Retry Settings tab for a Personal Connection ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge in CXone, the ID will not appear.
ExternalOutboundSkill_No	The external outbound Skill identifier.
PhoneNumber	The phone number being dialed. You can either hard code a specific number in this field or use a variable to reference other numbers.
ProspectiveContactId	CXone ID assigned to each contact.
TimeDisposed	The time the disposition Result that the agent or system assigns to the contact when the interaction ends. was set for a contact. If dispositions are disabled, the TimeDisposed will be the time the contact was finished.
TimeDisconnected	The time at which the contact ended.
TimeDialed	The time at which the agent dialed the contact number.
TimeConnected	The time at which the agent was connected with the contact.
CommitmentAmount	On a positive disposition Result that the agent or system assigns to the contact when the interaction ends., this is the amount committed to by the customer.
ComplianceRecord	Whether the contact was a cell phone (TRUE) or not (FALSE).
ConfirmationRequired	Delivery type of the confirmation.
ContactDeliveryType	The type of media used to handle the contact.
DispositionCode	The numerical ID for the disposition Result that the agent or system assigns to the contact when the interaction ends. as defined in the Skill under Post Contact Settings (in CXone).

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.

Tips & Tricks

OnDisposition is for use with Proactive XS only.
OnDisposition is an event.
This event will fire only against a script that is running under the context of a Personal Connection ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
Click here to see a list of the fields returned for OnDisposition.

Phone Script Example Using OnDisposition

This script is launched when dispositioning or when a contact is finalized in our system so CXone can report back the attempt or the finalization of the contact within the CRM. This script does NOT run continuously so it must have an End action as a new instance will be created with every disposition Result that the agent or system assigns to the contact when the interaction ends. and every check-in batch.

Click here to view the Snippet Properties for the Converting to Dynamic Data Snippet.

Click here to view the Snippet Properties for the Loading Dynamic Data Snippet.

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