REQAGENT

Requests an agent with a specific skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to handle an active contact.

Supported Script Types

Generic	Email	Chat	Phone	Voicemail	Work Item

Properties

Skill

Allows you to define a skill for the agent request. For example, if the action follows one where the contact selects an option to be connected with Sales, this value should be a Sales skill as defined in Central.

TargetAgent

Allows you to select a specific agent to handle the contact. For example, if you have an agent who is an expert in one niche field, you could set their name to take the contact when an agent is requested.

PriorityManagement

Allows you to specify the handling prioritySkill-based designation of the importance of contacts that determines delivery order.for the contact. Select DefaultFromSkill if you want the system to automatically use the priority management from the skill you selected in the Skill field. Select Custom if you want specify different handling, and you can set levels in the Initial Priority, Acceleration, and MaxPriority fields.

InitialPriority

Defines the value of the contact as it enters the system, based on the assigned skill. This field works in conjunction with PriorityManagement. If you use the default priority management, you do not need to specify a value for this field.

Acceleration

Defines how quickly the priority of the skill increases. If the Initial Priority is 4, and you set Acceleration to 1, then with each passing minute that the contact is not handled, the prioritySkill-based designation of the importance of contacts that determines delivery order. increases by one. In this example, if the contact has been in queue for three minutes, then the priority will be raised to 7.

You may 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 4, but after one minute, Skill A will take its place at the top because its priority will be 6.

This field works in conjunction with PriorityManagement. If you use the default priority management, you do not need to specify a value for this field.

MaxPriority

Specifies the maximum priority that a contact using this skill can have. This field works in conjunction with PriorityManagement. If you use the default priority management, you do not need to specify a value for this field.

Sequence

Allows you to type a filepath for a message or sound file. This file is played for the agent to signify that a new contact has arrived. If you do not want to provide a custom file, you can use the zip tone built into the action.

ZipTone

Defines when the zip tone is played to alert the agent to a new contact. Select one of these options from the drop-down list:

No ZipTone — The system does not play a zip tone.

After Sequence — The system plays a zip tone after the sequence.

Before Sequence — The system plays a zip tone before the sequence.

ScreenPopSource

Allows you to specify a source for screen pop information if you want to incorporate screen pops in this action. Choose one of these options from the drop-down list:

• DefaultFromSkill — Uses the information set in Central for the skill.
• UseOnPageOpen — Runs the ONPAGEOPEN action.
• Custom — Uses the ScreenPopURL property.

ScreenPopURL

Allows you to specify a URL to open in the agent's default browser as a screen pop. The entire URL must be provided as a string (for example, http://www.niceincontact.com). You can append additional information using variables from ASSIGN actions earlier in the script. All ASSIGN variables with a value of ScreenPop = TRUE can be appended to the URL using the URL encoding format:

http://www.niceincontact.com?var1=value1&var2=value2

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

This branch is taken if the script encounters an error.

Tips and Tricks

• If an agent is immediately available, the contact will be routed to that agent. If the agent is not available, the contact will be placed in queue.
• An ONANSWER event triggers when the agent answers the contact.

Phone Script Example Using REQAGENT

In this example, BEGIN triggers a MENU, which uses synthesized text to tell the caller to press 1 to speak to a contact center agent. If an agent is not immediately available, a loop plays music for 30 seconds, waits for five seconds, and so forth until an agent answers the call.

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