CC Create

Creates a customer card for a non-digital Any channel, contact, or skill associated with Digital Experience. contact. This is one of several actions that allow digital-enabled systems to access digital customer cardsin non-digital scripts. Customer cards are automatically created for digital contacts The person interacting with an agent, IVR, or bot in your contact center., but not for other media types A medium, such as voice, email, and chat, through which a contact connects with an intended recipient..

Dependencies

• This action requires Digital Experience.

• This action must be placed BEFORE other non-digital customer card actions and before the REQAGENT action.

• To create a customer card, the action requires an ANI Also known as caller ID. Listed phone number of an incoming voice call. (for inbound interactions) or a DNIS The number dialed on inbound or outbound voice calls. (for outbound interactions).
• Spawned contacts do not natively include ANI or DNIS, so they must be added via your script using the {ani} or {dnis} variables.
• The following contact variables are published as a message to the digital interaction when a contact is started:
  • Contact ID: {contactId}
  • Customer Name: {custFirstName} {custLastName}
  • ANI: {ANI}
  • DNIS: {DNIS}
• The following contact variables are published as a message to the digital interaction when a contact or ACW State that allows an agent to complete work requirements after finishing an interaction. is completed:
  • Skill ({skillId}): {skillName}
  • Agent Name ({agentID}): {firstName} {lastName}
  • Contact Start: {contactStart}
  • Contact Finish: {contactEnd}
  • Disposition: {disposition}
  • Disposition Notes: {dispositionNotes}

Supported Script Types

Email	Chat	Phone	SMS

Comparison of Similar Actions

The following actions allow you to access Digital Experience customer card from supported non-digital Any channel, contact, or skill associated with Digital Experience. script types: 

• CC Create
• CC Custom Fields
• CCPostMessage

To perform the same tasks in digital scripts, use: 

• Get Customer
• Create Custom Field Customer Card
• Get Custom Field
• Update Custom Field

Input Properties

These properties define data that the action uses when executing.

Property	Description
Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.
CustFirstName	The first name of the customer you're creating a customer card for. You can use a variable in this field.
CustLastName	The last name of the customer you're creating a customer card for. You can use a variable in this field.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
OnError	Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.