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Queuewi is used in conjunction with a work item point of contact to generate new work item contacts, typically for routing to an agent. The point of contact is different from other APIS in that rather than using the GUID in CXone, it must be in the format of ID - Name, for example: 123456 - workItemPOC. This action is utilized in monitoring scripts that query the external system for work items. Monitoring scripts are used in conjunction with work item routing scripts that actually queue up the work items for agents. Work Item Routing Scripts have the OnAnswer event that can process any needed marquee or screen pops of the data. |
Supported Script Types
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| Chat | Phone | Work Item |
Properties
| Property | Details |
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| WorkItem ID | A user-defined unique ID for this work item. |
| WorkItem Payload | User-defined field for passing payload-specific information to a work item contact. If you want to pass JSON as a string in this property, you must first escape any JSON-specific characters. The API services cannot properly parse the content, therefore this field would be empty without first escaping the necessary characters. Also, this field would contain <WorkItemPayload i:nil="true"> in the trace after firing in the script if you have not escaped the necessary characters. |
| WorkItem Type | Defines a type for the work item. |
| From | User-defined description of the work item origin. |
| newContact ID Var | Tracks the new contact ID of the work item that gets spawned. |
| PointOfContact | Select an existing point of contact from a drop-down. This POC will handle this work item. |
Branches
| Branch | Details |
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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. |
| OnError | Path taken when the action fails to execute properly. |
Tips & Tricks
In order for work item contacts to be generated, a work item skill and work item point of contact must be created in CXone and referenced at some point in the workflow.