INDICATE

Extends the agent interface with custom functionality, specifically an icon that the agent clicks to initiate that functionality.

Supported Script Types

Generic	Email	Chat	Phone	Voicemail	Work Item

Properties

Target

This property determines the recipient of the indicator. Using the drop down list, you can select one of the following:

• Agent - one or more agents
• Team - all agents on a team
• SkillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge - all agents with a skill
• Everyone - all agents
• Contact - an agent handling a contact

TargetID(s)

If the Target property (above) is:

• Agent, this can be a comma delimited list of agent IDs. If you want the agent that will handle the contact, enter the variable {AgentID}.
• Team, then a single ID number is used in this property. This can be a team number or a skill number.
• Skill, then a single ID number is used in this property. This can be a team number or skill number.
• Everyone, this property is unused and will be empty.
• Contact, this is typically set to {ContactID}.

Name

This property is a string value that uniquely identifies the indicator. When a second indicator is displayed, it must have a different name or it will replace the existing indicator.

The values in this property do not require curly brackets {}.

ImageFile

A URL (http://host/filename) or a file name matching a file in the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx directory on the NICE inContact file server where a 16x16 pixel .gif, .jpg or. png file is located that will display to the agent(s).

A broken link for ImageFile can cause severe performance issues for the associated business unit. When using custom icons, it is important to verify the link is accurate.

MAX uses a predefined set of images for all indicators, based on the ActionType. Custom images cannot be used for indicators in MAX.

Tooltip

This is the text that appears when the mouse cursor hovers over the indicator icon or text.

State

This property is a drop down list of either On or Off to determine whether or not the indicator will be displayed. Typically, you need two indicate actions with the same name. One to enable the button, one to disable the button.

ActionType

RunExe - Will run a local executable. This requires a local executable which resides in the Windows path or with the full path entered in the Action Value field. The filepath must include double back slashes (\\) in the path. For example, C:\\Program Files\\inContact\\studio.exe.

OpenURL - Will open a default web browser to the URL specified in the Action Value.

SpawnScript - Will spawn a script specified in the Action Value field and pass parameters.

SignalScript - Will signal a script specified in the Action Value field and pass parameters.

ShowCustomForm - Will launch a custom html form created in Studio. The captured data from the custom form will trigger the ONDATA event in the script.

ActionValue

The value needed by the above specified Action Type. Variables are supported in the Action Value by encapsulating the variable in {braces}.

• RunExe - The name or path to a windows executable file. The file path must include double back slashes (\\) in the path. For example, C:\\Program Files\\MyCompany\\myApp.exe -h {ANI}.
• OpenURL - Must be fully qualified domain name and URL. Query string parameters are supported. For example, http://www.example.com/file.asp?ANI={ANI}.
• SpawnScript - The name of the script that you want to spawn. The name must be the full path to the script (from the current directory of the running script).
• SignalScript - The ID of the running script that you want to signal. Typically you are spawning a related script and can use {ContactID} to signal the current script. Use {MasterID} to signal the parent script, or something like {SpawnID} to signal a child script.
• ShowCustomForm - This field offers the ability to build a custom HTML form. Any standard form input fields may be used, including Input, Textarea, Password, Checkbox, Radio, Select, Button, and Submit. The <form> tags should not be included.

Each input field must contain a name. Fields without a name will be ignored. Example, <input type="text" name="phone">.

Names and values will be returned to the script as variables using the ONDATA event action. If the script is missing the ONDATA action then the form will be useless. Form fields that support multiple values, for example Checkbox and Select, will contain a comma-separated array.

Multiple submit buttons can be used using the same or different names, but any submit button will submit the data and close the window. If you want a button that doesn't submit, then use a button rather than a submit.

Linked stylesheets are not supported but inline styles are supported. For example, <div style="position: absolute: left: 10px: top: 100px:">.

Javascript will work when linked to an external javascript, but content must be HTTPS to avoid errors. For example,

<script type="text/javascript" src="https://www.example.com/test.js"></script>

<INPUT TYPE="button" NAME="button" Value="Click" onClick="MyFunction(this.form)">

Fieldset and Legend are supported for laying the forms out in a more readable fashion. Inline styles could be applied to the HTML entities. For example:

<fieldset>

<legend>Gender:</legend>

<input type="radio" name="gender" value="male" /> Male

<input type="radio" name="gender" value="female" /> Female<br/>

</fieldset>

Branches

Default

The Default branch condition will be used unless another branch condition is met.

OnError

The Error branch condition is triggered if the TargetID is blank, if TargetID refers to a ContactID and the contact IDA unique numerical identifier assigned to each contact. cannot be found, or if TargetID refers to a ContactID but that contact is not currently being handled by an agent.

Tips and Tricks

• These icons in the agent interface can be used to open an executable, run or signal a script, open a URL, or build basic web-based forms and process their data.
• Any icon can be displayed on the Agent interface.
• The image must be a URL or stored on the file server.
• Any .gif, .jpg or .png file is supported.
• Icon size should be 16x16 pixels.
• NICE inContact has provided a few stock icons when using the INDICATE wizard.
• An indicator must also be turned off in the script or it will continue to appear in the Agent interface after the contact has ended. Typically, two INDICATE actions are used - one to turn the button on, another to turn the button off.
• Because the INDICATE action is so flexible, be very careful programming and test thoroughly.
• The INDICATE action has a wizard to step through the process. Double-click the INDICATE action to start the wizard.