SETLABEL

Changes the labels seen in the chat and phone interfaces of the agent application. SETLABEL must be used after an ONANSWER action.

Supported Script Types

Generic	Email	Chat	Phone	Voicemail	Work Item

Properties

Party

The party that this label will be used for. Choose from the picklist: the agent or the caller. For the phone type, the Party must only be set to Agent.

Label

The value that will be used as the label. This field supports curly brace variables. By default, "Contact."

Branches

Default

The Default branch condition will be always be used.

Tips and Tricks

• The SETLABEL can use a variable, such as the customer's name. The label can be set for the "caller" or the agent. This could be very useful for customers who are doing a ‘database-dip’ or CRMCustomer Relationship Management; these third-party systems manage such things as contacts, sales information, support details, and case histories. NICE inContact. to look up customer information based on the ANI (automatic number identification)Automatic Number Identification; also known as caller ID. Listed phone number of an incoming voice call..
• SETLABEL should not be expected to update the MAX interface until after the ONANSWER event occurs.
• A label cannot be set for an agent who hasn't picked up the chat yet.

• The label set in a chat script will not be populated in the agent client until the patron has sent their first message.

• SETLABEL allows the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to be replaced with a custom string.