UpdateContact

Icon for the Update Contact action

Allows you to adjust the criteria used to select agents to handle a contact. This allows you to broaden the pool of potential agents when certain conditions are met. You can define the conditions with other actions in your script. Increasing the pool of agents helps to decrease a contact's wait time. This action must be used with the ReqAgent action.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it. The icon for the Email script type - a large @ symbol in a diamond. The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape. The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it. The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line. The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it. The icon for the SMS script type - a smart phone with a chat bubble coming out of it.
Generic Email Chat Phone Voicemail Work Item SMS

Properties

Property Details
Priority Defines the base priority of the contact as it enters the system, based on the assigned skill. If you use the default priority management, you do not need to specify a value for this field.
MaxPriority

Specifies the maximum priority that an interaction using this skill can have. If you use the default priority management, you do not need to specify a value for this field.

Acceleration

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.

HighProficiency The highest skill proficiency an agent must have in order to receive an interaction. Proficiency values are whole numbers from 1 to 20, with 1 being best and 20 being worst.
LowProficiency The lowest skill proficiency an agent must have in order to receive an interaction. Proficiency values are whole numbers from 1 to 20, with 1 being best and 20 being worst.

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.
OnError Path taken when there is an unexpected problem (for example, poor connectivity, syntax errors, and so forth). The _ERR variable should be populated with a condensed explanation of the problem.

Tips and Tricks

  • UpdateContact requires Reqagent. Reqagent places contacts in the queue. Contacts cannot be updated if they're not in the queue.
  • The PriorityManagement property of the Reqagent action must be set to Custom. This allows the UpdateContact action to change the criteria such as priorty and acceleration.
  • You can configure bullseye routing by using of these two UpdateContact actions within the IVR. Bullseye routing refers to expanding or shrinking the agent pool.
  • When using WFM, review the distribution guide to determine the best practices and to understand the potential impacts of using bullseye routing (proficiency ranges) or Routing Attribute with Forecasting.

Example Script

In this example, the ReqAgent action specifies that the interaction should go to an agent with a skill proficiency between 5 and 12. The Music action is configured to play for 60 seconds. After 60 seconds, if an agent hasn't answered the interaction, the UpdateContact broadens the agent pool by changing the proficiency range to between 2 and 14.

Download this script.