Reqagent

Allows you to select a specific agent to handle the contact. For example, if you have an agent who is an expert in one niche field, you could set their name to take the contact when an agent is requested.

Allows you to specify the handling priority Skill-based designation of the importance of contacts that determines delivery order.for the contact. Select DefaultFromSkill if you want the system to automatically use the priority management from the skill you selected in the Skill field. Select Custom if you want to override the priority settings for the skill and specify different handling. If you choose Custom, set levels in the Initial Priority, Acceleration, and MaxPriority fields.

Defines the base priority of the contact as it enters the system, based on the assigned skill. This field works in conjunction with PriorityManagement. If you use the default priority management, you do not need to specify a value for this field.

Determines how quickly the priority increases with every minute an interaction stays in queue. The default value is 1. The minimum value is 0 and the maximum priority is the value configured in the Maximum Priority field. For example, if the Initial Priority is 4, and you set Acceleration to 1, then with each passing minute that the interaction is not handled, the priority increases by one. In this example, if the interaction has been in queue for three minutes, then the priority will be raised to 7.

You can set Initial Priority for one skill lower than another skill, but if you set Acceleration for that skill higher, it can jump spots in the queue. For example, you set Initial Priority for Skill A to 1 and Acceleration to 5. You set Initial Priority for Skill B to 3 and Acceleration to 1. Initially, a contact for Skill B will be first in queue because it has a priority of 3, but after one minute, Skill A will take its place at the top because its priority will be 6.

CXone combines the acceleration value with the time the interaction has been in queue and the initial priority using the formula Overall Priority = (Time * Acceleration) + Initial Priority.

This field works in conjunction with PriorityManagement. If you use the default priority management, you do not need to specify a value for this field.

Specifies the maximum priority that a contact using this skill can have. This field works in conjunction with PriorityManagement. If you use the default priority management, you do not need to specify a value for this field.

Allows you to type a file path for a message or sound file. This file is played for the agent to signify that a new contact has arrived. If you do not want to provide a custom file, you can use the zip tone built into the action.

You can also enter text to be spoken as TTS (note the 300 character TTS limit). You can specify the exact text:

"%Sales Call"

Similarly, you can enter a variable that contains the string of text to speak:

"{AgentWhisper}"

In this instance, ensure that the desired string is assigned to the variable with a percent sign:

AgentWhisper = "%TechnicalSupport"

Defines when the zip tone is played to alert the agent to a new contact. Select one of these options from the drop-down list:

• No ZipTone — The system does not play a zip tone.
• After Sequence — The system plays a zip tone after the sequence.
• Before Sequence — The system plays a zip tone before the sequence.

Allows you to specify a source for screen pop information if you want to incorporate screen pops in this action. Choose one of these options from the drop-down list:

• DefaultFromSkill — Uses the information set in CXone for the skill.
• UseOnPageOpen — Runs the Onpageopen action.
• Custom — Uses the ScreenPopURL property.

http://www.niceincontact.com?var1=value1&var2=value2

You can customize the title of the tab that pops up in the MAX interface by appending the icAgentPanelTitle= parameter to the URL.

LowProficiency

Default