CREATE PROSPECTS

Adds prospective contacts to a Personal Connection campaignA grouping of skills used to run reports.. Specifically, there is a notion of checking in and out prospective contacts from a lead source and bringing them into the platform.

Supported Script Types

Generic	Email	Chat	Phone	Voicemail	Work Item

Properties

SkillNo

The Personal Connection SkillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to associate the prospective contacts to. This dropdown lists all outbound Skills for a business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx.

SourceName

The name of the source where the records originated. Sourcename provides a logical grouping of records within the system.

Data

The Dynamic Data object that contains the prospective contacts to create/update.

Results (out)

A Dynamic Data object containing the results for records that succeeded and failed. The result of every record is represented in one of two groups: SuccessfulRecords or FailedRecords.

Each record is appended with a new column “ResultCode” which contains the message for success/fail. See below:

NoTimeZoneReject

If the time zone for a contact cannot be determined, you can type "Yes" in this property, and the time zone listed in the TimeZone property will be used. If you type, "No" in this property, then the contact will be rejected.

TimeZone

The time zone to default the contacts to if NICE inContact cannot automatically determine the designated time zone.

Branches

Default

The branch the script will take if an error has not occurred.

OnError

The branch the script will take if an error occurred in processing a contact.

Tips and Tricks

• CREATE PROSPECTS is used with multi-number support.

Phone Script Example Using CREATE PROSPECTS

The control script shown below is meant to be a brain script that will be signaled to get new contacts for dialing when the queue is below the desired thresholds on the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge. Make sure you also select this script in the Skill Parameters: XS Settings Page in the Skill page in Central.

Brain Script

Double-click any of the Assign variables to see the Assign Properties window:

• Set Poll Time for Record Removal
• Set the Last Run Time
• Go Back to Waiting

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Subscript

The RUNSUB action (caption is Run Create Prospects Script) in the brain script above opens the following subscript, which is used to pull records out of the CRMCustomer Relationship Management; these third-party systems manage such things as contacts, sales information, support details, and case histories. NICE inContact. and submit them for consideration to be dialed.

Double-click any of the Assign Variables to see the Assign Properties window:

• No Results (Tree View | Text View)
• Has Results (Tree View | Text View)
• Determine if any failed records need to be checked back in (Tree View | Text View)
• Create a set of records to check back into external system (Tree View | Text View)

The reason for the two scripts is due to the fact that the brain script gets interrupted, which you don't want to happen.

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