ONDISPOSITION

Updates a CRMCustomer Relationship Management; these third-party systems manage such things as contacts, sales information, support details, and case histories. NICE inContact. system with the dispositionResult that the agent or system assigns to the contact when the interaction ends. outcome of the contact, removing the prospective contact from the Personal Connection platform based on a disposition code.

Supported Script Types

Generic	Email	Chat	Phone	Voicemail	Work Item

Properties

AdditionalInfo

A JSON string representing the original prospect when it was added to the Personal Connection system (through the CREATEPROSPECT action) with additional information such as number of attempts, ExternalID for the contact, and Call Detail Record information.

Agent_No

Identifier for an agent.

Agent_Session_ID

Identifier for the session instance that the agent was logged in on.

AgentName

The agent name as listed in their user account.

AgentUserName

The agent username as listed in their user account.

CallbackDateTimeGMT

The date and time of the callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. (in Greenwich Mean Time).

CallbackName

If the dispositionResult that the agent or system assigns to the contact when the interaction ends. resulted in a callback, this is the name to use during the callback.

CallbackNumber

If the disposition resulted in a callback, this is the number to dial for the callback.

CallNotes

Any notes or information that will be useful during a callback.

ContactID

Unique identifier for this contact.

DispositionClassificationID

The unique ID given to a dispositionResult that the agent or system assigns to the contact when the interaction ends. classification.

DispositionClassificationName

The name given to the disposition classification.

DispositionDescription

The short description provided for a disposition.

DispositionLongDescription

The detailed description provided for a disposition.

DispositionRetrySettingID

NICE inContact ID associated with the Retry Setting ID (as set in Central).

If you open the Retry Settings tab for a Personal Connection skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge in Central, the ID will not appear.

ExternalOutboundSkill_No

The external outbound Skill identifier.

PhoneNumber

The phone number being dialed. You can either hard code a specific number in this field or use a variable to reference other numbers.

ProspectiveContactID

NICE inContact ID assigned to each contact.

TimeDisposed

The time the dispositionResult that the agent or system assigns to the contact when the interaction ends. was set for a contact. If dispositions are disabled, the TimeDisposed will be the time the contact was finished.

TimeDisconnected

The time at which the contact ended.

TimeDialed

The time at which the agent dialed the contact number.

TimeConnected

The time at which the agent was connected with the contact.

CommitmentAmount

On a positive dispositionResult that the agent or system assigns to the contact when the interaction ends., this is the amount committed to by the customer.

ComplianceRecord

Whether the contact was a cell phone (TRUE) or not (FALSE).

ConfirmationRequired

Delivery type of the confirmation.

ContactDeliveryType

The type of media used to handle the contact.

DispositionCode

The numerical ID for the dispositionResult that the agent or system assigns to the contact when the interaction ends. as defined in the Skill under "Post Contact Settings" (in Central).

Branches

Default

The branch the script will take because no other branch options are available.

Tips and Tricks

• ONDISPOSITION is for use with Proactive XS only.
• ONDISPOSITION is an event.
• This event will fire only against a script that is running under the context of a Personal Connection skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge.
• Click here to see a list of the fields returned for ONDISPOSITION.

Phone Script Example Using ONDISPOSITION

This script is launched when dispositioning or when a contact is finalized in our system so NICE inContact can report back the attempt or the finalization of the contact within the CRM. This script foes NOT run continuously so it must have an END as a new instance will be created with every dispositionResult that the agent or system assigns to the contact when the interaction ends. and every check-in batch.

Click here to view the Snippet Properties for the Converting to Dynamic Data Snippet.

Click here to view the Snippet Properties for the Loading Dynamic Data Snippet.

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