QUEUEWI

QUEUEWI is used in conjunction with a work item point of contact to generate new work item contacts, typically for routing to an agent. This action is utilized in monitoring scripts that query the external system for work items. Monitoring scripts are used in conjunction with work item routing scripts that actually queue up the work items for agents. Work Item Routing Scripts have the ONANSWER event that can process any needed marquee or screen pops of the data. In order for work item contacts to be generated, a work item skill and work item point of contact must be created in Central and referenced at some point in the workflow.

Supported Script Types

Work Item

Properties

Due to the configuration complexity required to retrieve information from third-party APIs, the following values will vary among customers, are generally unique to each implementation, and require an integration engineer from Expert Services. They are commonly defined within an ASSIGN or a SNIPPET action.

WorkItemID

Information pulled from the external system that may be used to populate an ID field or marqueeing a VIP status. It is a definable field for passing information/identifiers or any combination of characters to a work item contact. SMS uses this field to pass a contact date/time stamp, ANI of incoming text, and contact ID.

WorkItemPayload

This is a definable field for passing payload-specific information to a work item contact. SMS uses this field to pass contact date/time stamp, ANI of incoming text, and contact ID.

WorkItemType

A definable field for passing type-specific information to a work item contact. SMS passes SMS for this field.

From

This is used to pass from-specific information to a work item contact. SMS passes the ANI of incoming text and SMS. This information is visible in reporting for work item contacts.

NewContactIDVar

This is a result variable that gets populated with the contact ID of the new work item contact, and is not an action parameter variable.

PointOfContact

This is a drop-down field that displays work item points of contact that were created in Central. Work item points of contact are needed to generate work item contacts. When a work item point of contact and a work item script and skill are defined, defining the point of contact in the QUEUEWI action tells the system which script/skill to launch.

Branches

Default

Branch 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

Branch 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.